Canada Retail Wealth Operations Director

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Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

The role is accountable for senior strategic leadership of Canada Retail Wealth Operations (CRWO) within Manulife Business Processing Services (“MBPS”) for a diverse team covering the administration of Mutual Funds, Segregated Funds, and Securities (Wealth) Services. The role will report locally and functionally to MBPS management.

Job Summary

The role is accountable for senior strategic leadership of Canada Retail Wealth Operations (CRWO) within Manulife Business Processing Services (“MBPS”) for a diverse team covering the administration of Mutual Funds, Segregated Funds, and Securities (Wealth) Services. The role will report locally and functionally to MBPS management.

Overview

MBPS is officially registered as Manulife Data Services, Inc. but with an official trade name of Manulife Business Processing Services. MBPS is a Global Shared Service Centre providing Operations Administration, Professional Services, Finance, Investments, Contact Center, Claims, New Business and Underwriting, Actuarial, Legal & Compliance, and Digital Information Services to Manulife Companies around the world. MBPS is headquartered in Quezon City, Philippines. MBPS has approximately 7,000+ employees across Manila, Cebu, and Chengdu (China).

At the core of our strategy is to put the customer at the center of everything we do. Our organization is at the forefront of bringing this to life as we directly support the Canadian Retail and Wealth businesses. We strive to deliver exceptional service with every interaction and to enable our strategies through the delivery of a world class customer experience.

Role and Responsibilities

The CRWO Operations leader is expected to work closely primarily with Canada, North America and Philippines based leaders to support both the day-to-day processing and transformation of our function.

We’re looking for a leader who demonstrates a strong operational processing background, including a strong focus on operational efficiency, quality, employee engagement, and risk mitigation. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership and exceptional business knowledge and the ability to get things done.

The role will report locally and functionally into MBPS management but is expected to operate in a matrix functional organization, working in partnership with Manulife GWAM and Canada Segment business units.

Key responsibilities include the following:

• Manage the day-to-day business relationship management and oversight of services with a proven track record of managing global cross functional relationships. This includes:

  • 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.

  • Responsible for the escalation and quick resolution of any operational service issues.

  • 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.

  • Vendor/ 3rd party management.

• People management responsibilities include hiring, compensation strategy, promotion, performance management, and capability development of direct reports and their subordinate teams.

  • Develop the capability and functional expertise through training/development, coaching/mentoring, strategic talent management, succession-planning, and supporting mobility.

  • Drive staff engagement and attraction/retention strategies.

• 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.

  • Contributes to the development of overall procedures and policies. Ensures these are executed as intended by subordinate teams through subordinate managers.

  • Execute on strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service.

  • Participates in strategic business planning activities and helps translate to business initiatives.

  • Drive the sharing of best practices, fostering collaboration, and innovation across the teams.

  • Ability to manage migrations of work to/from shared services environment.

• 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.

  • Ensure that the MBPS Governance model and Operating Standards are adhered to.

  • Timely and effective delivery on KPI and KRI reporting, business dashboards and other metrics, as required.

  • Conduct incident walkthroughs and document actions to better mitigate the risk/control gap.

  • Proactively assess both the design and operating effectivity of key controls.

  • Focus on improving effectiveness of existing BCP strategy.

  • Partner with internal and external risk teams to improve control environment and leverage industry best practices.

Behaviors

• Customer focused individual, capable of leading change so the customer and service quality are at the forefront when designing a solution.

• A doer, with entrepreneurial attitude and passion for innovative work, that drives results.

• 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 multiple competing priorities.

• Strong team player who will contribute to CRWO Operations strategy and culture.

• Collaborative and transparent working style with an open, honest, and direct approach.

• Ability to act as role model inside and outside of work (social media profile, etc.).

Qualifications

• 10+ years of relevant experience in Insurance, Investment Banking or Financial Operations and/or Wealth Management

• Sound operations management acumen with a solid understanding of the business environment through practical experience. Firsthand experience of working in Insurance, Investment, or Securities industry a plus.

• Commitment to client service & consistent service quality.

• Strong people management experience (10+ years) to lead, manage and develop professional staff and teams.

• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities.

• Proven track record and positive reputation to influence others and move toward a common vision or goal, within and/or beyond their business area.

• Familiarity with project management approaches, tools, and phases of the project lifecycle

• Excellent analytical and problem-solving skills with demonstrated ability to work with complex financial issues and concepts.

• Proficient in MS Office suite including Outlook, Excel, Word, Power Point, SharePoint, PowerApps.

• Familiarity with FundServe and i-FAST platforms a plus.

• Flexible on shift and overtime may be required to meet business deadlines. Willing to travel.

• Participates in educational opportunities; reads professional publications; maintains networks and participates in professional organization to always be up to date on job knowledge.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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 /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 recruitment@manulife.com.