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:

This position is responsible for gathering, validating, and analyzing data related to staff planning from a variety of sources to develop long term capacity plans for work areas. Also responsible for identifying and driving best practices; developing recommendations and evaluating the impact of the implementation of innovative solutions.

People Leader Role: Yes

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

Key Responsibilities:

Lead a team of 10 Real Time Analysts

Look for continuous opportunities to optimize skilling and queue builds/groups to drive better customer experience (lower wait times)

Create and maintain Real Time Management Playbooks

Daily Real Time update reporting process

Timely Delivery of daily Real Time Reporting

POC in outage management, responsible in providing updates until issue is resolved

Qualifications:

Excellent influencing and interpersonal skills with the ability to develop and deliver presentations to senior audiences and key stakeholders

Demonstrated ability to take initiative, establish priorities, and generate original ideas and to be flexible in the face of shifting demands and challenging situations

Collaborative leadership style to negotiate and develop “win-win” solutions for stakeholders with competing priorities

Strong organizational skills with attention to detail and ability to manage changing priorities and meet deadlines

Demonstrated leadership and managerial excellence including hiring, performance management and employee development

Must have experience in handling manual data processing

Must have end to end WFM coverage

Must have experience managing teams both onshore and in the Philippines

Has good stake holder management skills

Must be amenable to work on mid shit to night shift

Excellent time management and organizational skills

Strong business process modeling background

With at least 2 years related experience as a WFM Supervisor

Prior exposure or training with other WFM skillsets (scheduling, forecasting, etc.) is a plus

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