Manager, Operations Project Support

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid

The opportunity
We are currently looking for a Manager, Operations Project Support for our Manulife Investments & Securities area. Reporting to the Director, Strategic Initiatives, the manager is responsible for representing the Operations team on all projects and initiatives impacting the Investments and Securities teams. These initiatives may be either Operations-led or business-led in nature and will vary considerably in terms of scope and size.
Responsibilities

• Complete cost/benefit analysis, opportunity assessments, cases and other documentation that would support the pursuit of these initiatives.
• Work with the squad associated with solutions to ensure they are meeting the needs of Advisors, Clients and Head Office users, while remaining compliant with the regulatory parameters the Dealer works within.
• Build a successful cohesive team that delivers quality service through coaching, mentoring, team building and development opportunities.
• Provide leadership, motivation, and support to a team of Business Analysts who manage/participate in initiatives.
• Monitor industry trends and competitive landscape to find opportunities for improving the overall Customer Experience within the Dealer.
• Work across different teams and with all levels of management. Form solid relationships with different groups.
• Manage and contribute to critical initiatives/ad hoc projects.
• Constantly seeks opportunities for process improvements, system enhancements, policy changes or automation (RPA) solutions that will benefit the Advisor/Client experience and the efficiency of the processing teams.
• Represent the Operations processing and administration group on relevant projects and initiatives and ensures the Leaders are prepared for changes to policies and procedures that may impact their teams.
• Use strong customer service skills and applying sound business understanding, this role acts as a critical business partner for other internal departments as well as advisors and their back offices when necessary.
• Manage multiple projects simultaneously including data collection, project management, and presentation development. Scope and frequency of projects will vary.

What motivates you?

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You obsess about customers, listen, engage, and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together (both by participating and soliciting participation from stakeholders).

What We Are Looking For

• Innovative problem-solving skills, developing controls to provide good business solutions.
• You are an experienced, sought-after leader with a consistent record of delivering on service commitments, attracting talent, motivating your team and driving high employee engagement.
• Excellent customer service orientation.
• Excellent communication skills - both written and oral.
• Demonstrated ability to develop and maintain excellent cross-department/function relationships to attain collaborative solutions.
• Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions.
• Strong understanding of Business Unit controls.
• Strong understanding of the investment dealer space and the regulatory requirements related to operations.
• In-depth experience within the operations area of a large investment dealer.
• Experience completing use cases, opportunity assessments, business requirements etc.
• Strong influencing, negotiating and conflict management skills
• Demonstrated ability to be flexible, exercise judgment and make clear sighted decisions in a changing environment.
• Familiarity with Agile principles, continuous improvement, and Lean methodologies.

What can we offer you?

• Professional development and leadership opportunities.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• Flexible work policies and strong work-life balance.
• A competitive salary and benefits packages.
• A focus on growing your career path with us.

Our commitment to you

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Continuous innovation: We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
• Values-first culture: We lead with our Values every day and bring them to life together.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
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 [email protected].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Oakville, Ontario
Salary range is expected to be between
$82,500.00 CAD - $148,500.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.