Director, Investment Operations (Investment Accounting)

• Manage day-to-day business relationship management and oversight of services with a proven track record of managing global cross functional relationships.
• Responsible for the escalation and quick resolution of any operational service issues.
• Ensures that work is integrated across teams and that the work produced meets service level standards and exceeds quality standards.
• Contributes to the development of overall procedures and policies. Ensures these are executed as intended by subordinate teams through subordinate managers.
• Develop the capability of the service by leveraging expertise in investment products, operational excellence practices, and the transaction/customer lifecycle.
• Support and deliver on key transformation strategies of the group, as a priority, which includes strategic reviews on existing processes and submission of business cases for prioritization in the change agenda.
• Establish a high level of credibility and build professional relationships with our business partners and our customers.
• To ensure customer-centered outcomes, manage business relationships and act as a business partner for our Business Unit service recipients. Enable feedback channels to the business to align expectations and priorities.
• Periodically refresh service level standards across the teams to align to business requirements and manage the achievement of KPIs as defined within the Service Level Agreements and Schedule of Services.
• Manage and mitigate operational risk and ensure that issues are escalated timely and resolution is effective. Validate the accuracy of operational risk heat maps and other risk
• assessments. Accountable for timely and effective closure of audit points.
• Timely and effective delivery on KPI and KRI reporting, business dashboards and other metrics as required.
• Drive the sharing of best practices, fostering collaboration, and innovation across the teams.
• Execute strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service.
• Develop the capability and functional expertise through training/development, coaching/mentoring, strategic talent management, succession-planning, and supporting mobility.
• Ensure that the MBPS Governance model and Operating Standards are adhered to.
• Participates in strategic business planning activities and helps translate to business initiatives.
• People management responsibilities include hiring, compensation strategy, promotion, performance management, and capability development of direct reports and their subordinate teams.

• Customer focused operator capable of leading change so the customer and strategy are at the forefront when designing a solution.
• A doer with an entrepreneurial attitude and passion for innovative work that drives results.
• Collaborative and transparent working style with an open, honest, and direct approach.
• Flexible, steady under pressure, and willing to switch gears quickly.
• Strong curiosity and desire to make the complex clear and to always ask “why”
• Organized, self-directed, efficient, and able to manage complex projects.
• Strong team player who will contribute to the Global Investment Operations strategy.

• Relevant undergraduate degree in Business Administration, Finance, Economics, etc.
• Additional certifications / designations such as Master of Business Administration (MBA), CISI (Chartered Institute of Securities and Investment), CFA (Chartered Financial Analyst), Six Sigma, Agile / SCRUM Master etc. would be an advantage, but not required.
• 8+ years of relevant experience in Investment Operations and/or Wealth Management.
• Sound experience of end-to-end Trade and Cash Management process and SWIFT Standards, Onboarding and Static Maintenance, Asset Servicing (Corporate Actions), Reconciliation, Investment Accounting, Client Reporting, Data and Performance.
• Strong market knowledge including regulatory changes affecting the Investment Operations Industry globally
• Commitment to client service & problem resolution
• Sound operations management acumen with a solid understanding of the business environment through practical experience.
• Strong people management experience (5+ years) to lead, manage and develop professional staff.
• Experience in working in a broad Matrix organization listening and using influence to make an impact. Proven track record and positive reputation to influence others and move toward a common vision or goal, within and/or beyond their business area.

• Ability to work in an ambiguous environment and adapt to change while managing time and workload with aggressive timelines.
• Experience working across multiple geographies and time zones. Strong interpersonal skills and ability to work effectively across cultures, geographies and senior leadership. Excellent English written and verbal communication skills.
• Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes
• Excellent analytical and problem-solving skills with demonstrated ability to work with complex financial issues and concepts.
• Ability to anticipate issues and think proactively to resolve issues and risk.
• Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the organization.
• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities.
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Presents complex ideas clearly, with an ability to manage the complexities of executing significant change and influence individuals across business boundaries to achieve objectives.
• Proficient in MS Office suite including Outlook, Excel, Word, Power Point, and SharePoint.
• Flexible hours on shift and overtime may be required to meet business deadlines. Must be willing to travel.
• Participates in educational opportunities; reads professional publications; maintains networks and participates in professional organizations to always be up to date on job knowledge.

• 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.

Manulife