Operations Lead, Mutual Funds

The Canada Retail Mutual Fund Operations team provides investors with quality operational services, including the processing of financial and non-financial transactions through trade acceptance, placement and settlement and preparing outbound phone/fax/mail communications to advisors and dealerships. Our strong customer service focus is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

Reporting to the Manager of Mutual Fund Operations, the Operations Lead is primarily accountable for supporting operational excellence by leading change, driving service delivery, partnering with Operations leaders in driving key priority initiatives (e.g. Enhancing processes, policies) and technical development for staff.

**Responsibilities**:

- Providing day-to-day technical knowledge support (iFast, Fundserv, etc.) to staff in individual or group settings
- First point of contact for assisting staff with complex processing cases
- Supporting the Manager of Mutual Fund Operations in the achievement of department service standards and quality goals
- Support and oversees the technical and workflow management of the team
- Leading and/or supporting the execution of assigned continuous improvement initiatives, Product and vendor-initiated changes, and regulatory and industry related projects for the Operations teams across all locations.
- Works with the Manager in driving a culture of innovation, continuous improvement, and enable the conversion of ideas into executable projects
- Lead/Support work required on key risk functions impacting Operations including but not limited to: Audits, RCSA testing, etc.
- Collaborates with the Manager in developing and gathering important metrics
- efficiency, utilization, quality, and other essential data to support continuous team growth
- Work with MMF Retail operations teams to achieve optimal results on SLA attainment and efficiency targets through business process analysis and process improvement initiatives.

**Qualifications**:

- 5+ years of relevant experience in Fund Operations, Securities Operations, and/or Wealth Management
- Post-secondary education an asset
- Proven leadership experience in a fast-paced environment, with excellent organizational skills and the ability to manage multiple priorities effectively.
- Ability to express ideas and shares information clearly and concisely, articulates messages, modifies approach, and builds connections/trust
- Ability to influence others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance
- Solution Focused; Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience
- Adaptable and stimulates change to achieve the desired results
- Ability to think in a creative way to consider the big picture and implement solutions
- Excellent verbal and written communication, presentation, documentation and facilitation skills, ability to document processes/concepts in an organized, understandable, and clear format
- Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes
- Presents complex ideas clearly, with an ability to manage change and influence individuals across business boundaries to achieve objectives.
- Excellent analytical, problem-solving, and influencing skills. Demonstrates initiative and confidence to make sound judgement calls.
- Experience working across multiple geographies and time zones. Strong social skills and ability to work effectively across cultures.
- Proficient in MS Office Suite includes Power Point, Excel, Word, One Note, Power BI
- Familiarity with low code/no code tools
- i.e. Power Automate, Microsoft Power Apps
- Solid understanding of Fundserv and ifast desktop platforms

When you join our team:

- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Referenced Salary Location**

Waterloo, Ontario

**Working Arrangement**

Hybrid

**Salary range is expected to be between**

$57,675.00 CAD - $96,125.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short