This position will have oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactions, managing external partnerships and is accountable for monitoring and continually enhancing the effectiveness of these solutions.Holding a strong understanding of the business and functional processes, the incumbent will also lead efforts to identify business effectiveness and revenue enhancing opportunities that cut across all functional groups and provide insights and recommendations to enhance the overall business model.People Leader Role: YesResponsibilities:Oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactionsAccountable for the quality service delivery, process efficiency and execution of operational KPIsEnsure adherence to internal and external service standards, compliance requirements and industry standardsEnable a positive customer experience by providing market-competitive turnaround times, high quality service and utilizing best practices throughout experienceEstablish governance around account management, process control, and ensure proper controls are documented and implemented, and risks are effectively mitigatedResponsible for ensuring internal compliance requirements are met in addition to external regulatory requirementsCollaborate with other areas of the business to ensure operational excellence in executing operational related activitiesOversee the creation/development, delivery, and analyses of operational reporting and KPI's; provide recommendations to senior management for greater effective decision making, opportunities for enhancing profitabilityWith key partners (Finance, HR, Compensation teams within other LOBs), responsible for the development and continual review of guidelines/policies to drive key behaviours and actionsCollaborate with leadership team to identify opportunities to optimize operations, service and cost efficiency sales structure, roles and territory assignmentAccountable for business management of assigned strategic external partnersLeveraging strong knowledge of existing and emerging industry players, and in collaboration with Strategy and Business Development teams, identify and “sense” optimal firms/partners with which to engage to enable the business strategyOversee the monitoring of service level agreements (SLAs), management reporting/metrics and risk conditionsBusiness lead on assigned strategic and operational initiatives and projectsLead research efforts and analysis, and recommend solutions in support of strategic prioritiesEnhance and eliminate non-value-added activities; manage implementation of new approaches contributing to sustainable and quantifiable business process improvementsIncrease performance at the individual and team levelInspire, coach, guide and actively engage employees; motivate and encourage staffBuild talent capability and engage employees through focused career discussions as well as providing professional development opportunities.Role model critical behaviors to enhance customer experienceDemonstrate inclusive behaviors and provide opportunities to collaborate across teamsJob Requirements:10+ years progressive experience including the successful execution of complex projects10+ years progressive experience leading large operational / administration functions, specifically in the Global Shared Services industryDemonstrated success in implementing process automation, efficiency and service initiativesExcellent understanding of financial services industry and business operationsStrong financial acumen and ability to support detailed business casesExcellent communication skills (verbal and written)Influencing, negotiating and conflict management skillsDemonstrated ability to be flexible and exercise judgment in a changing environmentCollaborative and ability to work and influence cross-functional teamsEffective conceptual, diagnostic, analytical and problem-solving skillsStrategic thinkerAbility to work in a non-structured environmentProcess and change management abilitiesPost-university degree or professional designationWhen 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.This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.MANULIFE IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/VAbout Manulife and John HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .Manulife is an Equal Opportunity EmployerAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a 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 to provide equal 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 with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .Working Arrangement Hybrid
