Head of Organizational Capability

This position will have oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactions, managing external partnerships and is accountable for monitoring and continually enhancing the effectiveness of these solutions.

Holding a strong understanding of the business and functional processes, the incumbent will also lead efforts to identify business effectiveness and revenue enhancing opportunities that cut across all functional groups and provide insights and recommendations to enhance the overall business model.

People Leader Role: Yes

Responsibilities:

• Oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactions

• Accountable for the quality service delivery, process efficiency and execution of operational KPIs

• Ensure adherence to internal and external service standards, compliance requirements and industry standards

• Enable a positive customer experience by providing market-competitive turnaround times, high quality service and utilizing best practices throughout experience

• Establish governance around account management, process control, and ensure proper controls are documented and implemented, and risks are effectively mitigated

• Responsible for ensuring internal compliance requirements are met in addition to external regulatory requirements

• Collaborate with other areas of the business to ensure operational excellence in executing operational related activities

• Oversee the creation/development, delivery, and analyses of operational reporting and KPI's; provide recommendations to senior management for greater effective decision making, opportunities for enhancing profitability

• With key partners (Finance, HR, Compensation teams within other LOBs), responsible for the development and continual review of guidelines/policies to drive key behaviours and actions

• Collaborate with leadership team to identify opportunities to optimize operations, service and cost efficiency sales structure, roles and territory assignment

• Accountable for business management of assigned strategic external partners

• Leveraging strong knowledge of existing and emerging industry players, and in collaboration with Strategy and Business Development teams, identify and "sense" optimal firms/partners with which to engage to enable the business strategy

• Oversee the monitoring of service level agreements (SLAs), management reporting/metrics and risk conditions

• Business lead on assigned strategic and operational initiatives and projects

• Lead research efforts and analysis, and recommend solutions in support of strategic priorities

• Enhance and eliminate non-value-added activities; manage implementation of new approaches contributing to sustainable and quantifiable business process improvements

• Increase performance at the individual and team level

• Inspire, coach, guide and actively engage employees; motivate and encourage staff

• Build talent capability and engage employees through focused career discussions as well as providing professional development opportunities.

• Role model critical behaviors to enhance customer experience

• Demonstrate inclusive behaviors and provide opportunities to collaborate across teams

Job Requirements:

• 10+ years progressive experience including the successful execution of complex projects

• 10+ years progressive experience leading large operational / administration functions, specifically in the Global Shared Services industry

• Demonstrated success in implementing process automation, efficiency and service initiatives

• Excellent understanding of financial services industry and business operations

• Strong financial acumen and ability to support detailed business cases

• Excellent communication skills (verbal and written)

• Influencing, negotiating and conflict management skills

• Demonstrated ability to be flexible and exercise judgment in a changing environment

• Collaborative and ability to work and influence cross-functional teams

• Effective conceptual, diagnostic, analytical and problem-solving skills

• Strategic thinker

• Ability to work in a non-structured environment

• Process and change management abilities

• Post-university degree or professional designation

When you join our team:

• 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.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

MANULIFE IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V

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

Working Arrangement