Director, Business Services and Development Lead

2 months ago

Kitchener, Ontario, Canada Manulife Full time
Job Title: Director, Business Services and Development

We are seeking a highly experienced and strategic leader to join our team as a Director, Business Services and Development. This role will be responsible for providing leadership and oversight of operational and support functions in Bank Operations.

Key Responsibilities:
  • Provide strategic leadership and oversight of operational and support functions in Bank Operations.
  • Build a successful team with a strong focus on engagement, accountability, development, and delivery.
  • Lead a team of managers and business consultants who enable the Bank and Operations to support production and deliver on strategic objectives and OKRs.
  • Develop and implement strategic plans and initiatives in alignment to the Bank and Operations' goals and OKRs.
  • Identify opportunities to streamline business processes to improve experience, effectiveness, and/or reduce costs.
  • Develop, drive, and monitor BSD KPIs and OKRs for Operations to deliver the right outcomes.
  • Ensure compliance with all risk and regulatory initiatives and timelines for Bank Operations.
  • Collaborate, communicate, and build relationships with matrix teams including Bank Operations, Finance, IT, Risk, Compliance, and Delivery to drive outcomes and partner to resolve issues.
Requirements:
  • Experience in a senior leadership role with a proven track record of attracting talent, motivating teams to deliver, and driving employee engagement.
  • Action bias – see an issue or problem and own it.
  • Strong execution ability and ability to see the big picture and remove impediments to deliver.
  • Lean into challenges, not away from them.
  • Work with urgency and instill and expect the same from your teams.
  • Authentic, not afraid to share your humanity to your team and peers.
  • Customer-first focused – act as their voice inside the organization.
  • Hold yourself and others accountable – make it happen, own it, and find solutions.
  • Enjoy supporting other teams/partners with problems and bringing groups together to tackle issues.
  • Excellent relationship and stakeholder management skills – build trust.
  • Consider operational risks and ensure effective controls are in place for your team.
  • Master communicator – experience with technology and can translate technical information into plain business language.
  • Resilient, adaptable to change, and lead others through change.
  • Learn fast – pick up new ideas, concepts, technologies, and tools easily.
  • Familiar with Agile principles, continuous improvement, and Lean methodologies.
  • Project management, analysis, and/or support professions are not new to you – spent 5 years or more growing your knowledge, skills, decision-making, and experience in this line of work.
  • Strategic thinker with the ability to think conceptually beyond day-to-day business realities and consider downstream impacts – coach your team to do the same.
  • Proven ability to collaborate and negotiate with various stakeholders with competing priorities – maintain your composure and bring your best-self during challenging times and interactions.
  • Comfortable driving solution progress forward – even when your team doesn't have all the answers yet.
What We Offer:
  • Competitive salary and benefits packages.
  • Growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • 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 – lead with our Values every day and bring them to life together.
  • Boundless opportunity – create opportunities to learn and grow at every stage of your career.
  • Continuous innovation – invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity, and Inclusion – foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship – build a business that benefits all stakeholders and has a positive social and environmental impact.

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