Production Support Lead

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

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

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 Production Support Lead to join our Information Systems team at MBPS. In this role, you are responsible for maintaining the environment for and functionality of automation solutions using Robotics Process Automation (RPA) processes and technology. The position provides leadership, coaching and mentoring to junior and senior Software Technical Analysts within the Support team. The role interacts with both technology and business operations team to ensure that automations are efficient and up to date. The role will maintain automations/robots (digital workforce assets) while maintaining high customer satisfaction.

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

Key Responsibilities:

• Conduct Team 1 on 1's and team meetings on a reoccurring basis
• Provide Support to all Technical Analyst resources
• Metrics and Reporting on Team performance
• Participate in the implementation of Tactical and Strategic initiatives
• Orchestrate and manage Support related projects
• Team oversight and administrative tasks
• Have a clear line of site of the current state of our Incident Management Program
• Responsible for ensuring appropriate number of resources are in place
• Ensure proper change management tasks are being following for all code migration events
• Provide guidance in the problem identification/error resolution process, including tracking, repairing and reporting potential code defects.
• Responsible for outgoing communication to our Stakeholders

Qualifications:

• A Bachelor of Computer Science, Information systems, Information Technology, or related disciplines
• Strong knowledge on SDLC / Agile Methodology
• Strong technical background with a passion for L3 Support and enthusiasm for working in a great team
• Willingness to learn complex applications and unique data
• Excellent oral, written and interpersonal skills
• Strong Academic record or strong related internship /Co-op/Work experience
• Time management skills and the ability to simultaneously work on multiple deliverables
• Ability to thrive in a team-oriented, fast-paced environment

Tools/Technical/Process Specific Knowledge or Skills:

• Familiarity/Experience with RDA/RPA tools: Automation Anywhere, Power Automate, Power Apps
• Proficient in Microsoft Word, Power Point, and Excel
• Understanding of process design documents and technical design documents on automation space
• Ability to improvise configuration/coding to new situations, new integrations and/or new products/interfaces within RPA softwares/tools
• BPMN or Workflow Modeling applications
• General knowledge in software testing

Management Skills

• Proven leadership & people/talent management capabilities
• Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher-level process and systems improvements
• Demonstrated project management & planning skills, balances strategic skills with tactical execution skills
• Strong motivational, developmental & operational management skills
• Strong consulting, and negotiation skills; ability to function effectively within matrix management situations & under dynamic mandates
• Strong analytical & metrics management skills

Soft skills:

• Ability to build rapport, cultivate working relationships, and drive collaboration across teams.
• Must be an adaptable self-starter and work with minimal supervision. Must be able to juggle multiple tasks and organize time effectively.
• Strong communication skills - verbal, written & presentation; ability to adapt content to various audiences; communicates effectively.
• Proven interpersonal skills: ability to build relationships, engage and influence others, work with a diverse internal and international customer base.
• Strong attention to details and service accuracy.
• Proactive and with strong problem solving and analytical skills.
• Willing to work overtime and rotating shifts

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 .

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.

We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.

We're proud of our accomplishments and recognitions. Recent awards include:

• Best Place to Work in Asia-Pacific 2022
• Best Place to Work for LGBTQ Equality 2022

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Discover how you can grow your career, make impact and drive real change with our Winning Team today at .