Job Information
Manulife Operations Director in Quezon City, Philippines
Objective:
Provide strategic and operational leadership for US Sponsor Services by driving alignment between onshore and offshore retirement operations, strengthening service delivery, developing high-performing teams, and enhancing process efficiency. This role ensures regulatory compliance, fosters strong stakeholder relationships, advances industry knowledge across global teams, and delivers measurable improvements in quality, client experience, and operational performance while supporting the long‑term offshore location strategy. This position will report directly to the AVP, Operations in Manila, with a dotted line to the onshore AVP, Sponsor Onboarding and Advisor Services.
Roles and Responsibilities:
Strategic Leadership
Develop and execute strategic plans for Retirement Operations to ensure strong alignment with onshore business objectives.
Lead initiatives that enhance operational efficiency, service delivery, and overall effectiveness.
Recommend improvements to training, documentation, and support frameworks to drive successful outcomes.
Review, refine, and standardize KPIs to ensure consistency and alignment across onshore and offshore functions.
Operational Management
Oversee daily operations of the Retirement Services team to ensure high‑quality, compliant service delivery.
Manage workflows and processes to ensure adherence to industry regulations and internal policies.
Build a strong pipeline of roles and talent to support the transition of additional onshore work to offshore teams.
Team Leadership
Recruit, develop, and mentor a high-performing team of operations leaders and professionals.
Foster a collaborative, inclusive culture that promotes growth, accountability, and professional development.
Ensure managers and co‑directors have a cohesive focus on business leadership, including a solid understanding of key objectives and operational priorities.
Client and Stakeholder Relations
Maintain strong relationships with key business partners, proactively addressing needs and concerns.
Lead regular monthly business updates with US partners.
Serve as a liaison between MBPS Operations and relevant departments to ensure clear communication and alignment.
Process Improvement
Identify opportunities to streamline processes and implement solutions that elevate service efficiency and client experience.
Partner with onshore leaders and transformation teams to co‑lead initiatives and strategic projects.
Compliance and Risk Management
Ensure MBPS Retirement Operations consistently meet regulatory requirements, industry standards, and internal policies.
Manage operational risks by implementing controls that reduce potential issues and minimize financial exposure.
Act as co‑Director for the GA Onboarding audit scheduled for Q4 2025.
Financial Management
Accountable for meeting financial targets for US Onboarding and Advisor Services.
Monitor financial performance, implementing cost-control strategies where appropriate.
Performance Monitoring and Reporting
Establish clear KPIs to measure performance and identify improvement opportunities.
Prepare and deliver monthly operational performance reports to senior leaders, including the onshore AVP and, where applicable, the VP Retirement Operations and offshore AVP/VP Retirement Operations.
Innovation and Change Management
Promote innovation across the operations team, driving adoption of new technologies and improved processes.
Lead change management efforts to support smooth transitions during organizational updates or process enhancements.
Industry Engagement and Knowledge
Stay current with industry trends, regulatory changes, and leading practices in retirement services.
Enhance offshore teams’ industry knowledge through ongoing education and exposure.
Maintain engagement with the distribution organization through monthly updates and participation in Town Halls.
Measures of Success:
Reduction of escalations, reflected in tNPS (target: 65) and CSAT (target: 9).
Improved quality outcomes, including reduction of errors and financial losses (target: 90% first-pass accuracy).
Strengthened retention, reduced turnover, and a robust progression pipeline for US Onboarding and Advisor Services talent.
Successful rollout of the Charter Series to deepen Retirement business knowledge.
Achievement of a 70% offshore location strategy for US Sponsor Onboarding and Advisor Services.
Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a hr@manulife.com .
Modalidades de Trabajo
Híbrido