Manager Affinity Operations

We are seeking a dynamic and strategic Operations Manager to lead and enhance our operations by overseeing our New Business and Policy Service teams. Working closely with the supervisors of each of these teams, the ideal candidate will be responsible for overseeing the day-to-day operations in Canada and providing oversight to our MBPS and Genpact partners.

They will also work closely with our Business Enablement team to ensure that all initiatives coming from our Value Stream, Product and Distribution partners are successful in implementation of all initiatives impacting the operations, as well as streamlining processes, improving operational efficiencies, and ensuring that our teams are aligned with business goals. This role requires results results-oriented, customer-focused leader who is comfortable leading a team of front-line supervisors to ensure smooth, consistent delivery of our key KPI.

Position Responsibilities:

• Leadership and Management:

  • Lead, mentor, and manage the NB and PS Supervisors and their teams to achieve departmental and organizational goals.

  • Work closely with the MBPS and Genpact leadership teams to ensure effective, efficient, seamless delivery of our day-to-day operational services

  • In collaboration with our Business Enablement team, ensure all projects, initiatives and system changes are implemented seamlessly and efficiently into the Operations across all locations

  • Foster a collaborative and high-performance culture within the teams, encouraging professional development and continuous improvement.

• Operational Improvement:

  • Work closely with delivery teams to ensure teams are properly resourced, trained and performance managed to meet our objectives

  • Analyze current operational processes and identify areas for improvement to increase efficiency and effectiveness.

  • Develop and implement strategies to streamline operations, reduce costs, and improve service delivery.

  • Collaborate with cross-functional teams to align operational improvements with business objectives.

• Stakeholder Engagement:

  • Build and maintain strong relationships with key stakeholders across the organization to ensure alignment and support for business enablement initiatives.

  • Communicate effectively with senior leadership to provide updates on operational improvements and strategic initiatives.

Required Qualifications:

• Bachelor’s degree in business administration, Operations Management, or a related field. A master’s degree is preferred.

• Proven experience (5+ years) in a managerial role within operations, business enablement, or a related field.

Preferred Qualifications:

• Strong leadership and team management skills, with a track record of building and leading high-performing teams.

• Excellent analytical and problem-solving abilities, with a keen eye for detail and a strategic mindset.

• Proven experience in process improvement and operational efficiency initiatives.

• Strong communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.

• Experience with quality assurance methodologies and training program development.

• Proficiency in data analysis tools and software.

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.

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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.

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.