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.

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.

• 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.