Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

Competitive Salary packages and performance bonuses

Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

Retirement savings benefit

Rewarding culture that values wellness and well-being

Performance Bonus

Global network of industry experts

Extensive training resources

Job Description:

The Director for Operations is a strategic and solutions-oriented thought leader primarily responsible for aligning and leading the Operations Team from the Manulife Business Processing Services (MBPS) shared service centers to achieve excellent customer service and exceed the service delivery agreements (SLAs) with the various business units (BUs).

The Director of Operations creates an environment of high engagement, harnesses value-adding synergies across a functional organization, anticipates and addresses risks proactively, looks for ways to continuously improve performance and processes and implements them efficiently.

Key Responsibilities:

Deliver high service levels to all Manulife businesses in all divisions

Plan and execute performance and process improvement initiatives

Manage cost recovery of all teams Lead people for high engagement

Manage a large team and allocate resources for efficiency

Together with MBPS Site Heads and business units, develop load balancing site strategy and plans

Manage talent – develops competencies of leaders and staff.  Ensures effective talent acquisition and retention.

Qualifications:

Bachelor’s degree in a related field

Cumulative eight (8)+ years of senior leadership experience in a call center or shared service environment

At least five (5) years as an Operations/Site Director or equivalent position, for a call center or a shared service environment

Strong People Management skills - ability to interact with and build relationships with stakeholders on a senior level

Previous experience with handling high volume and capacity requirements, managing at least 500 FTEs

Experience in managing virtual teams, and a large number of teams or clusters

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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