Operations Director

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 ArrangementHybrid
Job Description
Job Description
The New Business, Underwriting and Claims (NUC) Function is a one of the key operational towers in Manulife's Global Business Services (GBS) organization. With 1,400 staff across Manila & Cebu, the NUC function is responsible for processing over 1 million transactions per month for our customers in Canada, US and Asia.
Reporting into the Head of New Business, Underwriting and Claims Services, the Director of Group Benefits Health & Dental Services will be responsible for the overall management of the GB Health and Dental Claims and New Business Services Tower. The responsibilities include leading large and diverse teams, stakeholder management & governance, risk management and driving operational excellence. A successful candidate will be able to demonstrate their ability to navigate through ambiguous, fluid and changing responsibilities and present findings and solutions to complex problems in a clear, concise, and decision-driven manner.

• Lead and inspire the GB Health and Dental New Business and Claims teams (500 people), ensuring that the team is well supported and is continually building their capabilities

• Monitor team performance, while continually looking for opportunities to drive efficiencies, mitigate risk and build MBPS capabilities
• Plan and execute on performance and process improvement initiatives to meet service level commitments and efficiency targets
• Through sound governance, the incumbent will manage relationships with business partners, including AVP and VP stakeholders.
• As a member of the NUC Leadership Team, he/she will collaborate with other NUC leaders to develop and drive strategies that build team capabilities and culture to position GBS as the service provider and employer of choice.
• This is a global position requiring regular evening and/or early morning meetings.

Job Requirements

• 10 years of experience in a shared services environment
• Knowledge on insurance and wealth products and processes
• Multinational company experience working in global teams
• LOMA, six sigma, Lean, BPM or COPC certified is an advantage
• Experience in / Proven Ability to manage large teams (200+ people)
• Experience managing virtual teams

Competencies:

• Transition project management
• Cross cultural awareness
• Large workforce management
• Strong influence and persuasion skills

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