Director, Business Services and Development Lead

3 weeks ago

Waterloo, Ontario, Canada Manulife Full time

About the Role

Manulife is seeking a Director to lead the Business Services and Development (BSD) team. The BSD team provides central support to all of Manulife Bank, including business unit support, operational controls, initiative delivery, change readiness, and process solutions.

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 with 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.

Requirements

  • Experience as a senior leader with a proven track record of attracting talent, motivating teams, and driving employee engagement.
  • Action bias – owning issues or problems and driving solutions.
  • Strong execution ability, with the ability to see the big picture and remove impediments to deliver.
  • Authentic leadership, with the ability to share humanity with teams and peers.
  • Customer-first focus, with the ability to act as the voice of the customer inside the organization.
  • Accountability, with the ability to make it happen, own it, and find solutions.
  • Excellent relationship and stakeholder management skills, with the ability to build trust.
  • Operational risk management, with the ability to ensure effective controls are in place.
  • Master communication skills, with the ability to translate technical information into plain business language.
  • Resilience, adaptability to change, and the ability to lead others through change.
  • Ability to learn fast, pick up new ideas, concepts, technologies, and tools easily.
  • Familiarity with Agile principles, continuous improvement, and Lean methodologies.
  • Proven ability to collaborate and negotiate with various stakeholders with competing priorities.

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.

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