Manulife’s Business Processing Service team provides a competitive advantage for Manulife’s overall business by providing world class business operations to the broader company. The AVP/Head of HR for Manulife’s Business Processing Center (MBPS) plays a strategic role in ensuring the success of this steam, and ensures we have the culture and talent practices to attract and retain the very best people.

She/he will be a strategic partner to the Head of Global Business Services and his senior leadership team and will collaborate and engage with the broader Manulife Operations HR and Leadership team to deliver a strong people agenda in support of the business goals. He/she will be accountable for driving the people strategy for MBPS, coaching and advising, building effective talent pipelines, and cultivating and facilitating a high-performance culture to deliver optimal results in a collaborative way.

• Strategic HR partner to the MBPS business unit: drive people strategy and execute strategic people priorities for the country and region – enabling great employee experience, best employer in employee engagement, industry – leader in nurturing talent, developing world-class leaders and building leadership reflective of our customer & employee base.
• Be the face of HR to the local leadership teams ensuring HR services and resources are delivered seamlessly and, in a customer centric way to support acquisition, retention and engagement of employees in line with business needs.
• Lead a team of HRPs covering approx. 8,500 FTEs responsible for multitude of activities for Operations, Finance, Risk, Marketing, Compliance, HR Operations, etc. alongside more niche and specific support activities for technology and actuarial teams as well as contact centres. The role includes support on the Operations team in Chengdu and Genpact in India.
• Lead workforce management activities that focus on services at scale and maximizing capacity, aligned to typical BPO goals and objectives.
• Help business continue to drive engagement through an anticipated period of significant change and evolution.
• Ongoing strategic HR efforts to support the companies shift to becoming a digital leader and how MBPS evolves to better support this.
• Partner with others across HR in the region to harmonize the employee experience across our various entities in the Philippines.
• Support Diversity and Inclusion efforts across a large employee base with varied needs and expectations
• Champion the benefits of the Manulife’s operating model and lead the shift to a manager/employee self-service philosophy ensuring the appropriate provision of tools, training and change management.
• Act like an exemplary leader: provide thought leadership, operate within appropriate financial disciplines whilst anticipating and identifying key areas requiring further investment.
• Ensure effective organizational effectiveness metrics are in place and are executed against consistently including appropriate spans of control, organizational layers and managerial efficiency.
• Ensures full compliance to and policies within local jurisdictions.
• Partner with the country leadership team to drive a high performance culture by facilitating world class leadership interventions, performance management and employee engagement.

• Minimum 15 years of progressively responsible experience in complex HR roles with demonstrated understanding and execution of integrated people solutions to support high performing businesses.
• Substantial experience in leading people strategy and workforce management of large shared services centers or BPO companies is essential. Candidates are expected to have proven track record in improving the productivity and managing the cost of large shared services centers / BPO companies, partnering with senior leadership team and global functions to develop new capabilities, driving business value and mitigating risks for the companies/clients.
• Experience leading HR for a large complex business operations function strongly preferred.
• Successful experience in the global financial services industry and working effectively within a matrixed environment is preferred.
• Degree level education with secondary professional qualification in Human Resources or related disciplines.
• Self- starter with positive attitude.
• Strong team player who values and actively practices effective and collaborative relationship management.
• Have a compelling point of view and capable of articulating people solutions in a commercial language.
• Resilient and comfortable working and leading in a changing and dynamic environment.
• Excellent understanding of the changing HR environment, best practices and emerging trends.
• Strong ability to manage competing demands of their role and to prioritize initiatives and activities in a seamless way.
• Highly effective at translating strategy into execution.
• Delivers on commitments and expectations
• Genuine commitment and desire for continuous learning and improvement
• Strong analytical skills with a focus on key issues, accuracy and attention to details.
• Strong knowledge of appropriate HR and industry legislation/practices and the ability to apply this knowledge.
• Strong passion and commitment to positively differentiated customer service and commitment to operational excellence.
• Excellent influencing and conflict management skills with the ability to build and maintain effective working relationships, and achieve business results through others.

Personal Attributes And Cultural Fit

• Develops, Inspires and motivates others.
• Role model of ethics and integrity who builds a culture of respect.
• Highly effective change agent who embraces change and leads change management.
• Provides courageous advice.
• Results-driven; highly focused on accountability.
• Ability to handle multiple stakeholders
• Demonstrates a commitment to delivering excellent service balanced with appropriate risk management.
• Strategic perspective.
• Highly collaborative working style.