Senior Operations Leader

2 months ago

Toronto, Ontario, Canada Manulife Full time
Job Title: Senior Operations Leader

Manulife is seeking a Senior Operations Leader to join our team in Toronto, Ontario. As a key member of our Operations team, you will be responsible for leading the delivery of our customer experience commitment.

About the Role:
  • Lead the Operations team (approx. 1800 employees) globally in support of Canada and US Retirement.
  • Be the thought leader across Operations domain driving towards innovation, best practices, and adaptability to customer/advisor behavior.
  • Drive the implementation of key transformation initiatives.
Key Responsibilities:
  • Deliver a best-in-class customer experience.
  • Operationalize the Global Retirement Ops vision and strategic pillars for Operations.
  • Operationalize each business strategy ensuring that our customers and advisors are supported in their use of our products and services.
  • Proactively scan the external and internal environment that might drive change in customer/advisor behavior that will result in changes in the risk and control environment.
  • Champion innovation, changes, and improvements to our offering to support desired customer outcomes (STP, tNPS, Retention, Sales).
Requirements:
  • Partner with senior leadership in support of strategic discussions, decision making, and creation of Retirement objectives and action plans.
  • Fulfil a business advisory/value enhancement role in supporting management across the Operations in the continued pursuit of digital customer leadership.
  • Act as centralized point of support for Global WAM Operations to enable execution of key business initiatives and ensure cohesive action across all global regions and business lines in support of the contact centre.
  • Work across different teams and with all levels of management. Form solid relationships with different stakeholder groups, and encourage information flow.
  • Contribute to the business strategies of both the Canada and the US retirement businesses.
Competencies:
  • Previous background and expertise in Retirement Record keeping.
  • 15+ years of experience leading Operations teams, demonstrating best-in-class service delivery and top-quartile engagement scores.
  • Ability to inspire and motivate a large team, recruiting, retaining, and growing top talent for the benefit of the entire organization.
  • Financially savvy, seasoned leader who is very conversant in the drivers of the expense line.
  • Demonstrated business acumen, analytical skills, and problem-solving skills.
  • Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate at all levels (executives, internal stakeholders, and customers).
  • Ability to work effectively within a matrixed, geographically dispersed team, leverage knowledge across the organization, and within a global workforce.
  • Highly developed influencing and negotiating skills.
  • Self-starter and team player with a high level of initiative, strong work ethic, and the ability to gather, synthesize, organize, and report information.
Key Leadership Behaviours:
  • As a senior officer of the organization, be emblematic of Manulife's values.
  • Organized, self-directed, efficient, and able to manage complexity.
  • Collaborative and transparent working style.
  • Open, honest, and direct approach.
  • Flexible, steady under pressure, and willing to switch gears quickly.
  • Strong team player who will enable the execution of the GWAM Ops strategy.
About Manulife:

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, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions.

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.

We are an equal opportunity employer and welcome applications from diverse candidates.

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