Operations Manager

General Accountabilities:

The Functional Lead is primarily responsible for the day to day operations of the program both in Manila (and Cebu) according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion. This role also evaluates and implements company policies and procedures.

This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with onshore and offshore management.

Key Accountabilities:

• Effectively and efficiently manage the day-to-day operations
• Ensure the delivery of excellent client service; proactively manage interface with customers to eliminate potential problems; resolve escalated client issues within the turnaround time
• Monitor the effectiveness and productivity of the team using information system tools and provide feedback; implement corrective action if required
• Manage the performance of the leaders and support staff to meet and exceed service level agreements
• Prepare reports, summarize and analyze the performance of the team. Set action plans for unmet goals, and implement the plans.
• Provide regular feedback and provides opportunities for leader’s and support staff’s professional growth
• Manage team meetings across sites
• Assist supervisors in managing team resources (hiring and seats), monitoring team activities, and preparing reports
• Work closely with the training departments to support ongoing training initiatives for the team
• Work closely with Workforce Team and coordinate hiring process and requirements (job description, hiring strategy, etc.) and make hiring decision
• Work with other management to tie teams together into cohesive department.  Share information and contribute to the ongoing improvement of standards, policies and procedures leading to the continuous improvement in service quality
• Manage team leave requests and provide exemptions as needed

Qualifications:

• 5+ years Leader experience
• For external/lateral movement: Must have at least led a team of not less than 50 FTEs
• Post-secondary education and equivalent business experience
• For Internal Applicants: Must at least have a rating of “highly effective rating” on the recent performance review
• Participated in any creation or implementation of business improvement initiatives
• Have shown commitment to continuous learning - completion of any leadership development training
• Participation in any creation or implementation of business improvement initiatives

Competencies:

• People handling skills including recruiting, performance management and staff development
• Excellent organizational and time management skills
• Effective communication, interpersonal, influencing and negotiation skills
• Ability to work independently and efficiently in team oriented, high demand and fast paced environment
• Strong problem solving and decision-making skills
• Strong relationship and client management skills
• Professional attitude and client service orientation; collaborative and results-oriented
• International Business and Multicultural skills

Problems/Challenges:

• Keeping up with the operational changes and best practices on the services provided to the Business Unit
• Translating organizational goals from upper management to more specific ones that are to be communicated to the associates
• Managing time on accomplishing multiple tasks on a daily basis while prioritizing urgent matters

Position Dimensions (Organizational Impact):

• Supports cross-functional teams 

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 [email protected].