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:

We’re looking for a Senior Vendor Management Associate to join our Investment Operations team at MBPS. In this role, you will overseas Manulife Investment Management’s critical service providers, including custodians, fund administrators, and transfer agencies.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

Primarily and independently accountable in managing all queues daily, resolving processing issues and gaps, communicating procedural updates and all other quality and processing deliverables within the team’s scope.

Responsible for service delivery of highly complex transactions across multiple domains, perform various financial reports and operational audits, and escalate any issues or potential risk to Management.

Will act as a OIC, Subject Matter Expert and process training resource. Perform projects and ad hoc tasks as assigned.

Accurately review variety of transactions in accordance to company policies and procedures and/or compliance rules and regulations, within the defined service standards.

Document errors and work closely with team members to complete corrections/modifications.

Investigate escalations/disputes and work effectively with partners and leaders to resolve issues.

Identify areas for improvement and provide prompt and regular coaching to team members at least weekly, until expected quality goals are achieved.

Define, quantify and analyze error causes, trends and recommend workflow changes and processing improvements including system enhancements as required.

Conduct regular calibration meetings to ensure correct procedures are aligned across teams.

Identify opportunities in Training and Knowledge Databases and work with L&QC to address concerns.

Assist in administering Skills Verification and other training needs.

Provide subject matter expertise, utilizing sound judgment and risk assessment when recommending exceptions outside process guidelines.

Leading by example and modeling the way for junior staff to support, develop and maintain strong collaborative teams and customer relationships while providing excellent service.

Maintain effective and professional communication within all business levels. Reports Management

Responsible for the consolidation, preparation and review of various daily/monthly/quarterly/annual financial reports and requirements

Project Management- Process workflow modelling and implementation Production Management-

Assist the production leader in prioritizing work queues and managing workload

Risk Management- Lead process audit walk-thrus and completion of Risk & Control Self-Assessment (RCSA)- Lead in closing audit findings and Corrective Action Plans on existing Archer/Privacy Incidents Training-

Provide process training to associates and analyst.

Assist in answering product related queries. Process Improvement

Identify opportunities within own domain and make recommendations to improve operational processes and practice

Liaise with appropriate parties (Business Support) in recommending processes to be improved

Serve as the primary contact person for process improvements, initiates process analysis and/or process redesign

Qualifications:

Educational and Professional Background: Bachelor’s degree in Business or Finance-related fields. Preferred certifications: BPMN, BPI, TQM, LOMA, Canadian Securities Certification, or CFSI. 8-10 years of relevant professional experience, ideally in Investment/Wealth, Securities, or similar industries, with BPO/Shared Service experience as an asset.

Project Management and Technical Expertise: Over 7 years of solid project management experience, including managing medium to large-scale projects. 3-4 years of product, systems, and processing knowledge on MMF, with experience handling diverse work types. Prior experience with systems like AWD, Ifast, and/or Pplus is essential.

Communication and Customer Service Skills: Strong verbal and written communication skills in English. Customer-focused with the ability to build positive relationships and represent Manulife’s interests effectively. Ability to provide on-the-job training and support to junior team members, acting as a subject matter expert or Officer-in-Charge.

Analytical and Problem-Solving Abilities: Strong analytical skills with the capability to influence decisions through negotiation and prevent future issues. Creative and innovative thinking in providing solutions, with a focus on identifying procedural gaps or improvements.

Organizational and Collaborative Skills: Ability to work independently or within a team, managing multiple tasks and priorities effectively. Strong attention to detail and organizational skills, with the ability to conduct process improvements and workflow enhancements. Commitment to diversity and inclusion, fostering a collaborative and respectful work environment.

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