Operations Director
7 days ago
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:
The Director for Operations is a strategic and solutions-oriented thought leader primarily responsible for aligning and leading the Operations Team from the Manulife Business Processing Services (MBPS) shared service centers to achieve excellent customer service and exceed the service delivery agreements (SLAs) with the various business units (BUs).
The Director of Operations creates an environment of high engagement, harnesses value-adding synergies across a functional organization, anticipates and addresses risks proactively, looks for ways to continuously improve performance and processes and implements them efficiently.
Key Responsibilities:
Deliver high service levels to all Manulife businesses in all divisions
Plan and execute performance and process improvement initiatives
Manage cost recovery of all teams and lead people for high engagement
Manage a large team and allocate resources for efficiency
Together with MBPS Site Heads and business units, develop load balancing site strategy and plans
Manage talent – develop competencies of leaders and staff. Ensure effective talent acquisition and retention.
Qualifications:
Bachelor's degree in a related field
Cumulative eight (8)+ years of senior leadership experience in a call center or shared service environment
At least five (5) years as an Operations/Site Director or equivalent position, for a call center or a shared service environment
Strong People Management skills - ability to interact with and build relationships with stakeholders on a senior level
Previous experience with handling high volume and capacity requirements, managing at least 500 FTEs
Experience in managing virtual teams, and a large number of teams or clusters
Working Arrangement: Hybrid
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