Operations ManagerThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
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
Job Description
The Opportunity
The Manager Operations is responsible for ensuring organizational efficiencies and effectiveness by providing leadership to the operations, developing and implementing operational short- and long-term strategies, and creating organizational projects and initiatives in collaboration with other functional leads and/or business unit partners, and managing HR-related needs.
The Functional Leader position under the Canada Retirement Operations Function will promote a professional and service-oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required and determine short- and long-term goals and objectives to meet business operations expectations. Functional Leaders should devise and implement projects that will lead to more efficient and effective processes provide accurate and timely reports as required and act as a resource person not only on product and process knowledge but also on other administrative tasks such as HR-related concerns raised by the employees. Functional Leaders assist in reviewing existing business processes, practices and protocols across multiple lines of businesses to provide streamlined solutions and promote collaborative efforts for identified challenges across multiple teams.
The teams under the Canada Retirement Operations Function handle a wide variety of transactions ranging from data entry of simple to complex financial transactions ranging from payments, disbursements, updating of licenses and appointment, indexing documents and providing day-to-day administrative support for both internal and external customers.
Responsibilities
Operations Management:
Responsible in effectively and efficiently managing the day-to-day operations
Ensure service levels are met or exceeded and are reported visibly-often, communicate foreseen/ on-going issues affecting service level, create action plan to mitigate risks.
Collaborate with other managers and leaders in other sites to achieve service level targets
Determine logistics requirements
Formulate suggestions on how to efficiently utilize organization's resources
Manage situations that have escalated beyond Team Lead's directives, reviewing original transaction/timelines and action with response and corrections as necessary
People and Career Management:
Determine staffing requirements
Manage leader's performance review, deliver on-going feedback and deal with employee issues
Evaluate teams performance and make recommendations for pay increases, promotions, consequence management, and other personnel actions
Identify and define training and development needs of the team members, new and tenured leaders or when personal improvements are necessary and develop strategic approach to act on identified needs
Manage career progression of staff according to established guidelines
Risk Management:
Ensure organizational policies and standard procedures to mitigate and avoid operational risks are strictly followed
Monitor adherence to rules, regulations, and procedures. Ensure that the necessary administrative and legal formalities have been completed
Stakeholder Management:
Liaise with business unit on operations updates, process improvement planning, and communication planning for implementation
Support Management:
Monitor, manage and maximize the output of various support services such as Admin, IT, HR, etc.
Strategic Input and Support:
Research, resolve and implement service solutions that address a rapidly changing work/business environment, operating efficiencies, and cost reduction measures i.e., new products, new systems and constantly moving targets
Participate in and contribute to multiple projects simultaneously, including implementation of same
Work closely with other functional leads to improve processes and policies in support of organizational goals
We are looking for someone with:
At least 3 years of work experience as an Operations Manager in a high-volume, shared services environment, managing leaders and handling an assigned sub-group function or cluster
Previous background in handling insurance and/or retirement-related accounts would be a plus
SCHEDULE: Amenability to work on shifting schedules, weekends, and Philippine holidays (when needed) amenabilit y to work on a fixed nightshift schedule
LOCATION: Amenability to work in U.P. Ayala Land Techno Hub, Quezon City
HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation
Superior research, planning, and analytical skills
Excellent knowledge in risk assessment, market trends and practices
Excellent analytical, critical thinking and presentation abilities
Innovative problem-solving skills
Excellent organizational and priority-setting skills
Strong presentation and facilitation skills
Experienced in preparation of business reports and proposals
Proficient in the use of Microsoft 365, particularly Excel and PowerPoint
Excellent team player with high level of ownership and accountability
Thrive in a fast-paced environment and can efficiently prioritize and manage multiple tasks and responsibilities
As a developer of people, proven leadership skills in coaching, developing, motivating, and growing a customer-focused team to achieve service delivery excellence
What can we offer you
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
What motivates you
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.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
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