This role offers an opportunity to lead the RealTime Management function across MBPS Manila and Cebu, ensuring that staffing, workload balancing, and operational performance remain optimal every day. As an RTA Lead, you will play a critical part in our mission by enabling teams to meet service levels, improve customer satisfaction, and support operational excellence through realtime data and effective decisionmaking. You will partner closely with Operations, Scheduling, and Workforce teams to streamline processes, resolve production-impacting issues, and drive continuous improvement. This role provides significant exposure to highimpact problem solving, leadership of analysts, and opportunities to influence strategy in a dynamic and growing environment.
Position Responsibilities:
- Lead and manage RealTime Analysts to ensure effective workload balancing and optimal staffing across sites.
- Produce accurate and timely reports such as SOD/EOD performance, TAT monitoring, queue management, and other SLAdriven metrics.
- Communicate daily workload prioritization and distribution strategies to Operations and key stakeholders.
- Oversee schedule adjustments, VL approvals, swap requests, and NPT allocations as needed.
- Monitor leave allocations and coordinate impacts to staffing plans with the Scheduling team.
- Serve as the single point of contact for system downtimes affecting MBPS Manila and Cebu track issues, actions, and recommendations.
- Respond to email inquiries and support activities or ad hoc tasks that enhance customer satisfaction and business performance.
- Identify best practices and optimize workforce management tools to improve efficiency and effectiveness.
- Ensure effective staffing through diagnostic analysis and performance measurement, recommending improvements to scheduling and operational processes.
- Investigate and communicate WFO data quality issues and partner with Scheduling on remediation.
- Assist in identifying performance gaps and recommend valueadded services or process improvements.
- Perform additional tasks as assigned by the Business Unit, Operations Lead, or WF Manager.
Required Qualifications:
- 3-5 years of experience in Workforce Management, RealTime Management, or backoffice operations.
- 2+ years of handson experience using WFM tools/platforms (e.g., Verint, Nice, Genesys, or equivalent), including strong Excel/Google Sheets skills.
- Bachelor's degree in Business, Mathematics, Industrial Engineering, or a related field (or equivalent work experience).
- Ability to lead analysts, manage performance, and provide coaching or guidance.
- Strong understanding of SLA management, intraday monitoring, and operational metrics.
- Excellent communication skills, with the ability to collaborate with leaders across multiple sites.
Preferred Qualifications:
Background in backoffice or nonvoice operations workload management.
Experience optimizing WFM tools and identifying automation opportunities.
Strong analytical mindset with experience in performance diagnostics and reporting.
Ability to manage competing priorities and make decisions in a fastpaced operational environment.
Basic Workforce Optimization Techniques
Data Visualization
Basic Statistics
Knowledge in Metrics Reporting
Data and Reports Analysis or Business Intelligence Reporting
Intermediate Excel Skills
Basic Powerpoint Skills
People Management
Coaching Skills
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.
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 .
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 .
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