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Working Arrangement

Hybrid

Job Description

Global Business Services (GBS) is committed to our continued transformation into a Service Centre and Employer of Choice, driven by our potential to add greater value to the enterprise and become strategic partners of the business based on shared value. The AVP Strategic Initiatives and Business Engagement is responsible to drive and support this transformation, including the development of the high-level roadmap to achieve the GBS Vision, and ensure that GBS roadmap ladders up to the Global Operations roadmap. The role will also be responsible in identifying, prioritizing and proliferating capabilities required to close gaps and accelerate delivery to the organization and customers. The AVP Strategic Initiatives and Business Engagement will likewise be responsible for GBS BPO Partner Management oversight, governance framework and execution as well as ongoing KPI/Metrics reporting for both transitions and steady state operations against contracted obligations. The role reports directly to the GBS Chief Operating Officer.

Responsibilities:

Strategic Initiatives

Supporting the growth and transformation of Global Business Services (GBS), role is responsible for setting high-level strategy:Articulates vision for the futureWhere we want to be a leader vs. market averageDefines success (benchmark performance)Understands strengths, weakness, opportunities and threats (SWOT)Accountable for KPIs identified in the GBS strategy by monitoring execution, identifying “hot spots” and addressing gaps by leveraging expertise and best practices.  This could involve assembling swat teams of experts or hi-pos from anywhere in the organization to solve problems.Identifies and develops external and internal best practices, documenting them in a playbook(s) to ensure replication of improvements, including capabilities, tools, and processes between GBS & our strategic outsourcing partnersLeads the development of the high-level roadmap to achieve the GBS vision (prioritizes and sequences initiatives to get to the Point of Arrival), and ensures that GBS roadmap ladders up to the Global Operations roadmap to deliver on Functional KPIsIdentify, prioritize and proliferate capabilities required to close gaps and accelerate delivery to the organization and customersDeliver optimal “risk managed” location strategy, re-assess & re-imagine Business Continuity PlanningTo refine/adapt strategic objectives, translate strategies into discrete priorities, drive quality execution of initiatives, and monitor, measure and communicate results both internally, and externally to a very senior audienceThe role will report to the GBS Chief Operating Officer and will liaise with Segment partners, Head of Global Operations Strategy, Group Functions, etc. to enable the annual strategic plan, identify key milestones/KPIs, monitor them and escalate issues appropriately to Head of GBS for actionResponsible for GBS BPO Partner Management oversight, governance framework and execution as well as ongoing KPI/Metrics reporting for both transitions and steady state operations against contracted obligationsResponsible for maintaining relationships with business partners, enhancing the quality of customer experience, identifying opportunities for new alliances and developing strategies for expanding the organizations market reach and improving business performanceEnsure portfolio of GBS Centers achieves the ‘right balance’ based on business needs and site concentration risk; provides thought leadership on site selection, build-out and rationalization.

Business Management

Develop with the GBS Chief Operating Officer, the GBS strategy, goals and objectives that are aligned to overall Manulife strategy.Design and implement business plans and strategies to promote the attainment of goals.Develop GBS packs and reports for executive purposes such as Board Forum.Establish and implement an overall GBS performance governance framework; work with the GBS Chief Operating Officer and SLT in developing key success indicators and measures for each of the strategic initiatives.Develop, support, and collaborate with other business units on GBS policies and procedures as necessary in relation to achieve center-wide business outcomes.Monitor and report on key GBS performance indicators and support the Head of Global Business Services in making the required changes and decisions for the business based on trend and performance level.Translates overall function or segment priorities and business plans into tangible program and operating standard priorities within context of area managed.Assist Head of Global Business Services and team in the coordination and execution of key Executive visits to the GBS and visits from other external parties.Establish Business Management community of practice

Business Relationship Management

Develop and nurture strong, collaborative relationships with key business partners and stakeholders to understand their needs and objectivesServe as the primary point of contact and liaison between the company and its business partners, ensuring effective communication and alignment of goalsIdentify and pursue new business opportunities, strategic partnerships, and alliances to support the company's growth and expansionAnalyze market trends, industry developments, and competitor activities to inform business relationship strategies and decision-makingCollaborate with cross-functional teams to drive successful business relationships and achieve mutually beneficial outcomesLead the development and execution of business relationship management plans, including contract negotiations, performance evaluations, and ongoing partnership initiativesProvide regular reporting and updates on business relationship activities, performance metrics, and key milestones to senior management

            

Accountabilities:

Engage the GBS Leadership team in effective strategic discussions, decision-making and planning around annual strategic planLeverage competitive intelligence generated by the team to develop probing questions about our GBS strategy and engage with MBPS SLT & Segment LeadersMonitor progress on execution to ensure on track to achieve medium and long-term objectives with flex to take advantage of emerging opportunitiesEstablish and drive cross-functional leadership communities focused on execution and business readiness in support of the GBS strategy and Manulife goalsEngage teams in transparent discussions around progress against strategy, ensure awareness and understanding via strong relationships enabled by trustCoach and guide strategy & planning professionals embedded within business teams

      

Knowledge/Skills/Competencies/Education:

Bachelor’s degree preferably in the areas of business administration, economics, management engineering or finance.Minimum 15 years of relevant work experience with at least 10 recent years in related positionsExperience in executing complex, multi-year programs with multiple variables and senior stakeholders, preferably with exposure to global operations and/or financial servicesExecution-oriented with strong focus to deliver targeted outcomesDemonstrated ability to create a compelling vision for the future and inspire commitmentAbility to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.Strong interpersonal skills and ability to work effectively across cultures being able to influence and drive strategic initiatives across large span of operations. Excellent written and oral communication, interpersonal skills and executive presenceTranslates functional and business unit priorities into clear execution strategies and action plansExcellent people leadership ability with passion for driving teams towards high performanceAssesses possible solutions using deep process and technical experience and uses judgement in handling escalated exceptionsApplies industry best practices within daily work and continues to participate in professional development by reading publications, networking and participating in professional organizations.

This Position Description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job classification.

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

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.