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We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you an experienced and in-demand leader seeking unlimited opportunities to develop and succeed in a flexible and supportive environment? Are you someone who thrives in a fast-paced environment? Do you thrive on juggling multiple initiatives with different challenges and priorities regularly, while also having strong business and technical acumen and a passion for developing and engaging teams? This could be the role for you!

Reporting to the AVP in Operations, Manulife Bank is seeking a Director to lead the Business Services and Development (BSD) team. The BSD team is a central support area for all of Manulife Bank providing support to our customer facing teams as well as to the Bank overall on a host of shared service functions including business unit support with issues and incidents, operational controls, initiative delivery, business readiness and process solutions.

Responsibilities

The BSD Director is responsible for providing strategic leadership and oversight of operational and support functions in Bank Operations. This role requires strong business and technical acumen and has a heavy focus on people leadership, coaching and development, business analysis, agile delivery, business readiness, stakeholder support, process improvement and operational risk and controls.

In this role, you will:

• Lead a team of managers and business consultants who enable the Bank and Operations to support production and deliver on strategic objectives and OKRs (Objectives and Key Results)

• Build a high performing team with a strong focus on engagement, accountability, development and delivery demonstrating a solution based mindset

• Provide support to stakeholders with business readiness for initiatives, day to day operational support and business analysis for initiatives

• Develop and implement strategic plans and initiatives in alignment to the Bank and Operations’ goals and OKRs.

• Identify opportunities to streamline business processes to improve experience, effectiveness and/or reduce costs

• Develop, drive and monitor BSD KPI’s and OKRs for Operations to deliver the right outcomes

• Ensure compliance with all risk and regulatory initiatives and timelines for Bank Operations

• Collaborate, communicate and build relationships with matrix teams including Bank Operations, Finance, IT, Risk, Compliance and Delivery to drive outcomes and partner to resolve issues

• Be accountable for business functions that include business analysis, production support, Operational support for annual regulatory initiatives such as tax and dormant account processes, operational reporting, Bank systems access, forms, knowledge management, process improvement, business readiness and process and customer journey mapping

• Ensure strong coordination and communication with partner teams

What we are looking for:

• 3-5 years of experience in a senior leadership position, providing coaching, mentoring, and fostering career development

• University degree or equivalent work experience

• You are an experienced, sought-after leader with a proven track record of attracting talent, motivating teams to deliver and driving employee engagement.

• You have an action bias – you see an issue or problem and you own it

• You have strong execution ability, and you are able to see the big picture and remove impediments to deliver

• You lean into challenges and work with urgency

• You are authentic, not afraid to share your humanity to your team and peers

• You are customer first focused – you act astheir voice inside the organization

• You hold yourself and others accountable – you make it happen, you own it and you find solutions

• You enjoy supporting other teams/partners with problems and bringing groups together to tackle issues

• You have excellent relationship and stakeholder management skills – you build trust

• You consider operational risks and ensure effective controls are in place for your team

• You are a master communicator – You have experience with technology and can translate technical information into plain business language

• You are resilient, adaptable to change and lead others through change

• You learn fast. You pick up new ideas, concepts, technologies, and tools easily

• You are familiar with Agile principles, continuous improvement and Lean methodologies

• The project management, analysis and/or support professions aren’t new to you. You’ve spent 3 years or more growing your knowledge, skills, decision-making and experience in this line of work

• You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to consider downstream impacts and can coach your team to do the same

• You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, you bring your best-self during challenging times and interactions

• You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture - We lead with our Values every day and bring them to life together.

• Boundless opportunity - We create opportunities to learn and grow at every stage of your career.

• Continuous innovation -We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion -We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship - We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 .

Salary & Benefits

Salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Please contact for additional information.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.