Manager Investment Processing Services

**_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

**The opportunity**
- Reporting to the Director, Investment Processing Services (IPS), the Manager is responsible for leading several teams of service-oriented professionals to deliver critical processing functions across all Individual Investments Retail products (Segregated Funds, Mutual Funds, GICs, and Term Funds ) including transaction processing, work prioritization, external customer-related communications and reporting.
- Through the ongoing management and development of their Supervisors, the position is responsible for building, leading and scheduling successful teams in accordance with business and staff needs. This will be accomplished through coaching, development, retention and recruitment of a team of dedicated bilingual staff members while maintaining a positive work environment.
- The Manager will regularly interact and partner closely with Manulife Business Processing Services (MBPS) peer teams in Manila and Cebu to support achievement of broader service level standards across Investments.

**Key Accountabilities**:
The role will lead an IPS production team with the following accountabilities:
Responsible for team quality, productivity, accuracy and risk management across multiple Investment products. The Manager is accountable to ensure all in good order transactions are processed within service standards. This also includes the accurate completion of any non
- transaction processing work within established service standards.

Responsible for ensuring not in good order transactions have been appropriately communicated for resolution within service standards and with an acute understanding of the customer experience across multiple Investments products. The Manager is responsible for providing direction to the team for developing customized solutions to advisors on behalf of their clients for not in good order and/or specialized transactions and to provide options/recommendations.

Responsible for providing leadership, staff development, proactive identification of training gaps, coaching, recruitment and ongoing performance management of the team.

Responsible for ensuring the team reaches its objectives, such as the prescribed accuracy & productivity metrics. This is achieved by regular staff reviews, as well as analysis of trends and processes.

Responsible for developing and encouraging a culture of continuous process improvement and increasing operational effectiveness within the team.

With an acute customer focus, handle escalations brought forward by other business units or service associates.

Collaborate effectively with other leaders and business partners as required to support projects and steady state change initiatives. The Manager will focus on supporting consistent and positive customer & staff experiences across such changes.

**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 John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer