We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

We’re looking for a Operations Supervisor to join our Leaders and Support team at MBPS. In this role, you are expected to:

• Be responsible for the day to day operations of the program according to the scope of work and service level requirements.

• Duties include hiring, managing performance and developing strategic approaches to act on any identified needs.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

• Manage the team’s day to day operation to ensure that SLA is met

• Handle escalations on a timely manner

• Conduct recruitment and hiring of CSRs

• Assist in workforce management duties such as schedule and leave management

• Review team performance and provide corrective action plan/s – perform 1:1 coaching, provide support, motivation and development of staff

• Review, collect, and summarize quality control and business reports

• Assist in conducting a regular training needs analysis for personal and professional development of the staff

• Identify opportunities for process improvement recommendations

• Partner with HR with regard to any payroll and disciplinary measure concerns

• Facilitate meetings to disseminate announcements, discuss policies and calibrate process

• Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports

Qualifications:

• Must have leadership experience

• Should not have any attendance issues or disciplinary action for the past 12 months

• Must meet job expectations and pass all performance metrics in his/her current unit

• Have shown commitment to continuous learning - completion of any skills development training (Presentation skills, Business Writing, etc)

• Participation in any development or implementation of business improvement initiatives

• Successfully completed at least one leadership development program (SUM, Leap to Lead, etc)

Competencies:

• Solid 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 a team oriented, high demand and fast paced environment

• Sound decision making and problem-solving skills

• Strong relationship and client management skills

• Professional attitude and customer service orientation; collaborative and results-oriented

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

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .