Director, Business Services and Development

Job Description

Are you an experienced and sought-after leader looking for unlimited opportunities to develop and succeed? With work that makes a difference in a flexible and supportive team? Does people leadership, coaching and driving initiatives forward make you feel energized? Are you someone who thrives in a fast-paced environment? Do you like supporting partners and being an internal voice for customers when issues arise? Do you like juggling multiple initiatives with different challenges and priorities? Do you have strong business and technical competence? Are you curious by nature and do you enjoy assessing operational risks and ensuring key controls are in place? If you said yes, then this could be the role for you 

Reporting to the AVP in Operations, Manulife Bank is seeking a Director to lead the Business Services and Development (BSD) team. The BSD team is a central support area for all of Manulife Bank providing support to our customer facing teams as well as to the Bank overall on a host of shared service functions including business unit support with issues and incidents, operational controls, initiative delivery, change readiness and process solutions.

Responsibilities  

The BSD Director is responsible for providing strategic leadership and oversight of operational and support functions in Bank Operations. This role requires strong business and technical skill as well as key control expertise and has a heavy focus on people leadership, coaching and development. The role covers business analysis, agile delivery, business change readiness, partner support, process improvement and operational risk and controls. 

In this role, you will: 

Be accountable for business support functions that include business analysis, user acceptance testing, production support, operational support for regulatory initiatives such as tax and dormant account processes, audit support, supervising adherence to key controls for operations, KPI’s and operational reporting, systems access, knowledge management, process improvement, change readiness and process and customer journey mapping 

Build a successful team with a strong focus on engagement, accountability, development and delivery demonstrating a solution-based mindset 

Lead a team of managers and business consultants who enable the Bank and Operations to support production and deliver on strategic objectives and OKRs (Objectives and Key Results) 

Provide support to stakeholders with change readiness for initiatives, day to day operational support and business analysis for initiatives 

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 KPI’s 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

Ensure strong coordination and effective and transparent communication with partner teams 

What are we looking for:  

You are an experienced, sought-after leader with a proven track record of attracting talent, motivating teams to deliver and driving employee engagement with at least 3 years’ experience in a senior leadership role 

You have an action bias – you see an issue or problem and you own it 

You have strong execution ability, and you are able to see the big picture and remove impediments to deliver

You lean into challenges, not away from them 

You work with urgency and instill and expect the same from your teams 

You are authentic, not afraid to share your humanity to your team and peers 

You are customer first focused – you act as their voice inside the organization 

You hold yourself and others accountable – you make it happen, you own it and you find solutions 

You enjoy supporting other teams/partners with problems and bringing groups together to tackle issues

You have excellent relationship and stakeholder management skills – you build trust 

You consider operational risks and ensure effective controls are in place for your team 

You are a master communicator – You have experience with technology and can translate technical information into plain business language 

You are resilient, adaptable to change and lead others through change 

You learn fast. You pick up new ideas, concepts, technologies, and tools easily 

You are familiar with Agile principles, continuous improvement and Lean methodologies

The project management, analysis and/or support professions aren’t new to you. You’ve spent 5 years or more growing your knowledge, skills, decision-making and experience in this line of work

You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to consider downstream impacts and can coach your team to do the same 

You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, you maintain your composure and bring your best-self during challenging times and interactions 

You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet 

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 Manulife and John Hancock

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. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. 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.

It is our priority to remove barriers toprovideequal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent withapplicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact