Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.
JOB DESCRIPTION
Day-to-day management of one or more customer support / operations teams. Work on and lead departmental and enterprise-level initiatives and projects.
People Leader Role: Yes
Individual Responsibilities:
50% Management
• Ensure compliance with company procedures and industry regulations
• Day to day management of customer support/operations teams
• Develop business metrics to focus staff efforts and measure business results
• Evaluate workflow process for improvement opportunities
• Provide management support for escalated issues
• Support change management
• Represent team while interfacing with other business units and/or vendors
• Oversight of vendor interaction
• Ownership of business continuity process
• Coach team through training, skills development, objective setting, and performance measurement
• Ensure timely completion/accuracy of all teams’ responsibilities
• Understand metrics and formulate strategy through business needs and forecasting
• Build and maintain positive relationships with all key business partners
• Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity
• Understand gaps in business processes and formulate business cases for improvements
• Proactively drive improvements and synergies across teams
• Conduct regular team meetings
• Work on strategic initiatives to drive expense reduction and streamlined processes
25% Leadership
• Develop employees and foster a positive working environment
• Promote and foster a customer-centric environment through coaching of staff
• Mentoring associates and future leaders
• Promote associate engagement
• Other duties as assigned
Shared Responsibilities:
25% Project Participation
• Lead department and enterprise-level projects and initiatives
• Participate in projects as needed
• Provide project resources as needed
Job Requirements:
• Bachelor's Degree preferably in a business-related field
• 1-3 years management experience
• 5-7 years industry experience
• Demonstrated passion for providing client-centric solutions
• Demonstrated leadership ability
• Demonstrated ability to prioritize and manage time effectively in a multi-tasking environment
• Demonstrated ability to work independently
• Ability to manage and implement complex projects
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].
Working Arrangement
What We Do
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.
Visit www.Manulife.com to find out more.
For Manulife terms of use, please visit http://bit.ly/SM_Terms
