Operations Lead, Mutual Funds

Reporting to the Manager of Mutual Fund Operations, the Operations Lead, Mutual Funds is primarily accountable for technical knowledge (e.g. processes, policies) and technical development for staff.

Responsibilities for this role include:

• providing day-to-day technical knowledge support to staff in individual or group settings

• providing the first point of contact for assisting staff with difficult and complex cases

• supporting the Manager of Mutual Fund Operations in the achievement of department service standards and quality goals

• supporting the technical and workflow management aspects of their assigned team

• creating and maintaining strong internal and external relationships

• providing overall support recommendations and collaboration with all processing locations to ensure consistency across GWAM Retail Operations.

This role will champion ongoing learning and development opportunities for their assigned team.

A key success measure for the role will be successful implementation of projects or process changes with demonstratable expected results.

Key Accountabilities:

• Oversee day-to-day operations of the department, including effective task delegation/load balancing and providing the Manager with timely updates

• Plan, motivate and lead team to meet service standards (e.g., schedule adherence, vacation management etc.), within budget

• Provide effective leadership, coaching/support, and motivation to the team

• Ensure staff have the necessary training and available department tools to be successful in their roles

• Develop and maintain collaborative relationships with business partners

• Maintain a high degree of confidentiality and judgment in dealing with sensitive Employee and Business Unit information.

• Participate in the development of department strategies and implement changes to support our mandate and goals.

• Provide back-up to the Manager in their absence.

• Participate in projects, initiatives, workshops etc. as required. (e.g., wellness, projects, BI/PR etc.)

• Identify and recommend solutions that will minimize service impacts to our organization, improve operational effectiveness and efficiency productivity, including plans to implement these solutions

• Oversees the execution of processing controls within team and ensuring staff following appropriate processes (e.g. complaint management)

• Collects productivity, quality and other key metrics and shares with team members to promote ongoing team development

• Provide metrics and highlights to internal stakeholders regularly

• Support required on key risk functions impacting Operations including:

• Audits, compliance testing, RCSA testing, and Archer incident root cause analysis and solutioning.

Job Requirement (Knowledge, Skills & Competencies):

• Minimum of 3-5 years of experience in the mutual funds and compliance environment.

• Bachelor's degree in Business Administration, Finance, Economics, or a related field is preferred

• Strong leadership skills in motivation, development, team building mentoring and performance management

• Strong analytical, research, problem solving, decision-making and conflict resolution skills.

• Excellent customer service skills.

• Strong interpersonal skills with proven ability to influence and negotiate with direct reports to ensure that service level and customer inquiries are handled in a timely manner.

• Ability to work effectively across cultures and experience working across multiple geographies and time zones.

• Superior technical experience in the application of administration people management tools and systems.

• Excellent organization and prioritization skills and time management to be able to handle multiple tasks in a high volume rapidly changing work environment.

• Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience

• Adaptable and stimulate change to achieve the desired results

• Relevant experience in Fund Operations, and/or Securities Operations, and/or Wealth Management

• Ability to translate issues and problems into effective business solutions

• Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes

• Ability to work in ambiguous environment and adapt to change

• Advanced Proficiency in MS Office Suite includes Power Point, Excel, Word, One Note

• Experience using enterprise planning tools (Office 365 Suite, Power BI)

The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

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.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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