The Operations Manager is accountable to manage, develop and motivate a multi-site team to ensure the delivery of high quality service while understanding the appropriate compliance framework and service levels. This position's primary responsibility is ensuring organizational effectiveness by providing leadership for the organization's core functions.

People Leader Role: Yes

Individual Responsibilities:

• Allow for and contribute needed resources; coordinate work efforts as necessary; monitor progress; provide clear direction and communicate priorities; focus on key metrics and the achievement of short-term objectives
• Create an atmosphere in which timely and high-quality information is available; convey information clearly and effectively
• Set clear performance expectations; prepare effective performance plans and reward people for g good performance; step forward to address difficult issues
• Provide staff with monthly performance feedback on service, quality and productivity
• Assess strengths and development needs of staff; allocate time and resources for development; provide coaching to cultivate personal accountability and ownership; ensure that each staff member has an active development plan
• Use formal and informal networks and relationships to meet set objectives and exceed customer expectations
• Delegate and empower staff
• Seek out process improvement ideas and deliver
• Other duties as assigned

Shared Responsibilities:

• Collaborate with the Director of Operations to seek out process improvements and efficiencies to reduce operational expenses and reach optimal unit costs
• Assist team members with complex and escalated cases
• Work closely with OJTs and L&D to support ongoing training initiatives for the team

Job Requirements:

• 5+ years’ experience in a large business with 2+ years of experience in managing operations and/or project management
• College degree or equivalent work experience required
• 3-5 years annuity or financial services industry experience
• Critical thinking; able to identify root cause of issues and takes the necessary steps to solve larger problems
• Excellent verbal and written communication skills
• Comprehensive knowledge of insurance operations and systems including tax reporting and regulatory issues

Decision Authorities:

• Full resource management responsibility
• Decision making for hiring, terminating, training/developing and compensation changes for the team
• Make timely and sound decisions that consider financial integrity and customer satisfaction
• Prioritize work deliverables and align internal resources to meet project timelines
• Review / Approve processing request exceptions

Working Conditions:

• Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices.

When you join our team:

We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.

Working Arrangement

Hybrid