Associate Director, Business Transformation

Oversee, manage and coordinate large business initiatives to identify, document, analyze and provide solutions related to complex process, quality, and/or service improvement to deliver significant operational and financial benefit. Business initiatives may also include implementations of new technologies.

Position Responsibilities:

• Work with various stakeholders to define and manage the scope, requirements, and implementation of business process improvement projects

• Ensure that assigned projects are completed within budget and schedules while meeting business objectives

• Identify resource needs for projects and establish roles, expectations, and goals with Business Process Improvement team members

• Recommend methodology and process to ensure comprehensive and consistent development of business specifications and process improvement projects

• Develop strong relationships across departments

• Help drive projects and initiatives focused on value added services, quality improvement, and/or process efficiencies

• Stay current with market and industry trends as well as processing system enhancements

• Other duties as assigned

• Act as a key contact in project and department meetings

• Development, proposal, and execution of global departmental goals and strategy

Required Qualifications:

• Bachelor's Degree in Business Administration or related field

• Master’s degree and industry designations

• 10+ years of financial services/insurance industry experience

• Proven leadership skills; ability to effectively influence and negotiate with internal and external parties

• Excellent understanding of operational processes and supporting systems of systems and databases, tracking systems and customer services systems

• Excellent interpersonal skills required for timely resolution of inquiries and issues within guidelines and operational requirements in an environment where processes are being established and consolidated.

• Experience in managing a team within an evolving and dynamic area.

• Excellent verbal and written communication skills to communicate in both meetings and written reports concisely and clearly

• Strong analytical skills

• Strong project management skills

• Ability to make well balanced decisions; ability to balance quality and cost Decision Authorities:

• Full resource management responsibility

• Decision making for hiring, terminating, training/developing and compensation changes for the team

• Act as Product Owner in daily scrum and work stream meetings

• Answer questions and approve stories for implementation into production

• Act as main point of contact in process and department redesign initiatives

• No monetary approval authority relevant for this job

• Approval related to daily and recurring operational activities such as process exceptions, and when to escalate and communicate to global lead

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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

Hybrid