Manager, Business Support

3 weeks ago

Waterloo, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

Are you an experienced and sought-after leader looking for unlimited opportunities to develop and succeed? With work that makes a difference in a flexible and supportive environment, while assisting our business to keep the lights on at the Bank?

**Manulife Bank’s **Operations team is seeking a **Manager, Business Support **to join our Business Services & Development team. The BSD team is a central support area for all of Manulife Bank and is accountable for providing support to the Bank through day-to-day support on incidents and issues, security access, business unit contingency, training and enablement support.

**What will I be doing?**
- Leading an engaged team of ~6 Support Analysts and 3 Trainers in Halifax and Waterloo through coaching, recognition, recruitment, and development
- Providing leadership with day-to-day support issues affecting the Bank and liaise with both Bank IT and business stakeholders on effective resolution of issues.
- Communicating effectively and regularly to a varied audience of direct reports, peers, and senior management on issues and changes affecting the Bank
- Proactively interacting and communicating with stakeholders and build strong relationships with partners in the Bank, Operations, IT, Shared Services and the greater Manulife teams
- Providing leadership and direction on security access protocols for Bank staff and ensure processes and approvals are adhered to and timely managed
- Owning and maintaining the Bank’s Intake Model utilizing JIRA Service Desk for all Bank issues, incidents, system access, and changes and enhancements (tech or no tech)
- Leading the Bank’s initiative training team and being accountable for governance for Operations procedures and System Security access management for Bank staff
- Managing risks and monitoring key controls for your team
- Leveraging your analytical and critical thinking skills to ask questions, understand our business drivers and needs, and bring order to resolving escalated issues to mitigate customer and business impact and coordinate our response
- Owning resource estimation & scheduling within your team, ensuring we are in alignment with business priorities and our financial plan
- You will know or be learning agile and will be actively coaching your team on agile ways of working; you will lead team scrums and help remove roadblocks and continuously improve

**Am I Right for the job?**
- You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement with at least 3 years’ experience in a leadership role
- You enjoy supporting other teams/peers with problems and helping to bringing groups together to tackle issues and facilitate resolution
- You are accountable - you make it happen, you own it and you find solutions
- You are laser focused on the customer, putting their needs first when considering how to tackle and resolve an issue and championing for them and our stakeholders
- You have excellent relationship and stakeholder management skills - you build trust
- You have experience with technology and can translate technical information into plain business language
- You consider operational risks and ensure effective controls are in place for your team
- You are a master communicator - you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management
- You are resilient, adaptable to change and lead others through change
- You learn fast. You pick up new ideas, concepts, technologies, and tools easily
- You are dedicated to continuous improvement, including digitization and innovation
- You are familiar with Agile principles, continuous improvement and Lean methodologies
- The project management, analysis and/or support professions aren’t new to you. You’ve spent 3 years or more growing your knowledge, skills, decision-making and experience in this line of work and you have a clear track record of success
- You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream and stakeholder impacts and can coach your team to do the same
- You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, you maintain your composure and bring your best-self during challenging times and interactions
- You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet
- You’re already familiar with financi

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