General Description:

The 3rd Party Vendor Governance Operations Director will have a direct line reporting locally to the Head of Procurement Shared Services and is responsible for leading and managing a large team of 3rd-party vendor risk and IT management specialists providing services to our in-house stakeholders globally. Key accountabilities include strategic and day-to-day operational leadership, senior stakeholder management, collaboration with key operational stakeholders in supported countries to drive service performance excellence and quality, and improvement initiatives, deliver against KPIs, and build a sustainable operating structure. The candidate must have a broad view thinking, with the ability to analyze data, present conclusions and solutions, influence stakeholders and deliver outcomes with speed.

Accountabilities:

Accountable for the overall leadership, performance and outcomes of a large 3rd-party vendor risk and IT management operations Shared Services team, including day-to-day operations, stakeholder management, reporting, capacity management and change improvement initiatives.Lead and Develop teams to deliver high quality service, provide guidance and coaching, and engage teams to deliver agreed performance level expectations.Set strategic goals for operational efficiency and increased productivity. Analyzing productivity data and touch points to optimize efficiency and production staffing capacity.Manage key performance indicators and meeting or exceeding service level expectationsImpacts the business results by operationalizing and developing plans and processes, leads the development and delivery of projects and initiativesDraw on relationships with global stakeholders, business units and vendors to make decisions regarding operational activity and improvement initiativesWork on a Global shift to support global stakeholders as necessary

Technical Skills and Experience:

10+ years’ experience in leading and managing a team of people leaders in operations in a Shared Services or BPO Industry. At least 5 years experience in 3rd party risk management and vendor governance.Deep experience in managing large operations teams through subordinate managers and provides direct leadership to managers and/or professional staff, with a focus on service outcomes and analytical thinking.Passionate about leading and executing a culture of continuous improvementUnderstanding of IT key controls, audit and 3rd-party risk management.Industry cyber security certifications is a significant plus.Excellent communication skills with a strong ability to influence and negotiate with stakeholders at all levels, manage conflict and difficult conversationsExcellent ability to present operational and strategic metrics and results to stakeholders at all levelsExcellent analytical skills with the ability to develop conclusions and actionable initiatives and improvements from dataAbility to execute and make risk-based decisions quickly to drive resultsOperate in ambiguous situations, focused on stakeholder alignment, solutioning and delivering with a sense of urgencyThorough knowledge and an interest in improving business processes, workflow procedures control environment, key performance indicators, digital capabilities.

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 recruitment@manulife.com.

Working Arrangement

Hybrid