Manager, Specialty Programs

6 months ago

Toronto, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**The opportunity
**We are currently looking for a Manager, Specialty Programs Operations for our Manulife Securities area. Reporting to the _Head of Advisory Operations _, the Manager is responsible for supervising and leading a team on the day-to-day fee-based operations related to Manulife’s Specialty Programs (AMP, Masters, and Premier) across Manulife Securities’ including project initiatives.

**Responsibilities**:

- Drive customer-centric culture to enhance collaboration and relationships between operations and our customers
- Responsible for team growth and development ensuring continuous feedback cycles and individual/team goals and objectives are aligned and met for both BAU and project teams
- Manage and oversee the operations of fee calculation and reporting across our Managed Programs for Manulife Securities ensuring processes are performed accurately and timely
- Monitor and take appropriate action on any outstanding issues/problems/incidents within internal and regulatory timelines
- Recommend and implement control enhancements and streamlining of processes within the Managed Programs’ operations
- Ensure Standard Operating Procedures and Service Level Agreements are up to date and implement improvements where identified
- Ensure key performance indicators are accurate and implement improvements where identified
- Act as the Operations lead on project initiatives impacting Managed Programs operations ensuring requirements are accurate and milestones are completed within project timelines

**How will you create impact?**

Reporting to the _Head of Advisory Operations _, you will lead our fee-based programs and be directly involved in its operational transformation. You will also help define and then lead the service and support model for these programs.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone

**What we are looking for**
- Excellent customer service orientation
- In-depth experience within managed wealth operations of a large investment dealer managing/leading a team
- Experience within fee-based operations in a managed program capacity
- Strong understanding of the investment dealer space and the regulatory requirements (IIROC, MFDA, and OSC) related to operations
- In-depth knowledge of the Dealer’s products and systems (Dataphile, AWD etc.)
- Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions
- Demonstrated ability to be flexible, exercise judgment and make clear sighted decisions in a fast-paced, changing environment
- Strong influencing, negotiating and conflict management skills
- Demonstrated ability to develop and maintain excellent cross-department/function relationships to attain collaborative solutions
- Excellent communication skills - both written and oral

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe

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