The Director for Operations is a strategic and solutions-oriented thought leader primarily responsible for aligning and leading the Operations Team from the Manulife Business Processing Services (MBPS) shared service centers to achieve excellent customer service and exceed the service delivery agreements (SLAs) with the various business units (BUs).

The Director of Operations creates an environment of high engagement, harnesses value-adding synergies across a functional organization, anticipates and addresses risks proactively, looks for ways to continuously improve performance and processes and implements them efficiently.

• Deliver high service levels to all Manulife businesses in all divisions
• Plan and execute performance and process improvement initiatives
• Manage cost recovery of all teams Lead people for high engagement
• Manage a large team and allocate resources for efficiency
• Together with MBPS Site Heads and business units, develop load balancing site strategy and plans
• Manage talent – develops competencies of leaders and staff. Ensures effective talent acquisition and retention.

• Bachelor’s degree in a related field
• Cumulative eight (8)+ years of senior leadership experience in a call center or shared service environment
• At least five (5) years as an Operations/Site Director or equivalent position, for a call center or a shared service environment
• Strong People Management skills – ability to interact with and build relationships with stakeholders on a senior level
• Previous experience with handling high volume and capacity requirements, managing at least 500 FTEs
• Experience in managing virtual teams, and a large number of teams or clusters