Global Head Member Processing - Retirement Businesses

At the core of our GWAM strategy is to put the customer at the center of everything we do. Our organization is at the forefront of bringing this to life. We directly support the Canadian Retirement and the US Retirement Businesses, as we strive to deliver exceptional service with every interaction and to enable our strategies through the delivery of a world class customer experience. This leadership role is an incredible opportunity to have significant, strategic impact on our organization and customers

Job Summary:

The Global Head of Member Processing, is accountable for exceptional service delivery across all lines of business. We deliver more than 3,000,000 transactions each year - timeliness and accuracy are a must!

This leader will look for opportunities to engage employees and leaders alike - working directly within their team and across multiple matrix organizations. The successful candidate will lead and influence a large team to embrace and seek changes, improve efficiencies and reduce risk while maintaining or exceeding SLAs in a high growth environment.

Organizationally, this position is part of the GWAM Operations Function and reports into the Head of North American Retirement Operations. The role will manage a team of approximately 400 employees located in Canada, the US and other global locations in multiple time zones. This position will also be expected to work with the Retirement Business in Asia. This role will work closely with the Retirement Operations transformation team as well.

The AVP works very closely with their peers on the delivery of the service strategy and building out the future digital strategy improving straight-through-put.

We’re looking for a leader who demonstrates a strong operational processing background including a strong focus on efficiency and risk mitigation. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership and exceptional business knowledge and the ability to get things done.

Key Accountabilities:

• Develop a world class operations service based on capability, skills, empathy and effectiveness
• Work with the business and other Ops leaders to determine specific SLAs
• Build a high-performing team through times of significant change
• Use automation, digitization to ensure a leading cost to serve model
• Work with Strategic Partnerships to establish an ecosystem capable of delivering unbeatable service at the right cost
• Create and deliver service and operations in line with the brand mission and customer commitment

Competencies:

• Customer focused operator who is a change agent so they always keep the customer and strategy in mind when designing a solution.
• A doer with entrepreneurial attitude and passion for innovative work that drives results.
• Collaborative and transparent working style
• Open, honest and direct approach.
• Flexible, steady under pressure, and willing to switch gears quickly.
• Strong curiosity and desire to make the complex clear and to always ask “why”
• Organized, self-directed, efficient and able to manage complex projects
• Strong team player who will contribute to the NA Retirement Operations leadership table

Qualifications:

• Strong background in operations leadership
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
• An understanding of core principles of effective and efficient operations design and leadership
• Lead large scale, complex and fast paced operations, including significant change management experience
• Experience of large-scale process re-engineering, moving from paper, email and fax to digital straight through processing complimented by market differentiating proposition.
• Commitment to client service & problem resolution
• Strong focus on risk management
• Lead significant change across multiple Geographies
• Strong collaboration and communication skills
• Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate with Executives, internals stakeholders, and customers
• Ability to work effectively within a matrixed, geographically dispersed team, leverage knowledge across the organization and within a global workforce.
• Makes decisions commensurate with greater depth of exposure on referred problem cases
• Highly developed influencing and negotiating skills
• Outstanding ability to break down complex cases, recommend and implement a solution
• Strong financial acumen with demonstrated experience in managing business risk and profitability

Lived Manulife’s Values:

• Obsess about customers: Predict their needs and do everything in our power to satisfy them.
• Think big: Anything is possible. We can always find a better way.
• Share your humanity: Build a supportive, diverse and thriving workplace.
• Do the right thing: Act with integrity and do what you say.
• Get it done together: We are surrounded by an amazing team. We do better work, produce better outcomes by working together.
• Own it: Everyone is empowered to make decisions and take action to deliver the mission

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.