Operations Director

Position Summary:

The role is accountable for strategically leading the Insurance Services Operations within Manulife Business Processing Services (“MBPS”). The role will report locally to the MBPS management and will work closely with the global functional leaders to drive the day-to-day processing and on-going transformations to meet or exceed operational targets.

Position Description:

• Lead the day-to-day business relationships and oversee services across plan implementation, policy administration, financial services and claims processing, with a strong track record in global cross-functional collaboration.
• Quickly escalate and resolve operational service issues to maintain seamless service delivery.
• Integrate work across teams, ensuring output meets service level agreements and exceeds quality standards.
• Developing and executing procedures and policies, ensuring proper implementation by subordinate teams.
• Enhance service capability by leveraging expertise in operational excellence and drive key transformation strategies.
• Build credibility and professional relationships with business partners and customers, ensuring customer-centered outcomes.
• Manage and develop team capabilities, including hiring, performance management, and adherence to governance and operating standards.
• Partner and execute function, business unit, segment and organizational strategies.
• Lead transformation initiatives to improve scalability, digitization and customer experience.
• Lead and develop high-performing teams across multiple functions.
• Foster a culture of accountability, innovation and customer-centricity.
• Collaborate with compliance and audit teams to identify risks, existing controls, and implement corrective actions as needed.

Position Requirements:

• 8-10 years of progressive Leadership experience in BPO/SS environment - proven track record of managing and optimizing large-scale operations with a focus on efficiency, quality, and cost-effectiveness.
• Strong Stakeholder Partnership - Ability to build and maintain business relations with internal and external stakeholders with diverse cultural background
• Skilled in influencing and negotiating to achieve desired outcomes and support strategic goals 
• Transformation Mindset - Experience in driving business transformation initiatives, including process automation, technology implementation, and organizational change.

Preferred Requirements:

• Background in Insurance
• Leading large teams
• Office 365/Power Apps/Power BI

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