Operations Director

3 hours ago

Manila, National Capital Region, Philippines Manulife Insurance Malaysia Full time

Operations Director - US Member/Participant Processing

Operations Director - US Member/Participant Processing

Location: Cebu, Manulife Business Processing Services; Manila, Manulife Business Processing Services

Type: Full-time

Posted: Yesterday

Application deadline: August 1, days remaining)

Job requisition ID: JR

The role is accountable for the strategic leadership of the Retirement Operations Services within Manulife Business Processing Services ("MBPS") for a growing team covering Member/Participant Processing. The role reports locally to MBPS management and functionally to the Global Heads of Retirement Operations for GWAM.

The Retirement Operations Director is expected to work closely with global functional leaders to support daily processing and transformation initiatives. The global Retirement Ops has initiated a multi-year transformation journey focusing on digitization, automation, increased straight-through processing, and leveraging our global hub for end-to-end functions.

Position Responsibilities:

  • Lead daily business relationships and oversee services, with a strong record in global cross-functional collaboration.
  • Escalate and resolve operational issues promptly to ensure seamless service delivery.
  • Integrate work across teams, ensuring outputs meet SLAs and quality standards.
  • Develop and implement procedures and policies, ensuring proper execution by teams.
  • Enhance service capabilities through expertise in investment products, operational excellence, and transformation strategies.
  • Build credibility and relationships with business partners and clients to ensure customer-centric outcomes.
  • Manage and develop team capabilities, including hiring, performance management, and governance adherence.

Qualifications:

  • 8+ years in Retirement Operations and/or Wealth Management within a broad matrix organization (Finance, Banking, Shared Services, BPO, etc.), with influence and impact skills.
  • Strong leadership experience (5+ years) at senior manager or director level in managing professional staff.
  • Experience working across multiple geographies and time zones, with excellent interpersonal skills.
  • Proven track record in client services and problem resolution.
  • High analytical and problem-solving skills, capable of handling complex financial issues.
  • Proactive in issue anticipation and risk management.

Benefits of joining us:

  • Opportunities for learning and career growth.
  • Supportive, flexible, and inclusive work environment.
  • Global team support to shape your future.

About Manulife and John Hancock

Manulife Financial is a global leader in financial services, helping people make decisions easier and live better. Learn more at

Equal Opportunity Employer

Manulife values diversity and is committed to inclusive hiring practices, ensuring fair recruitment, retention, promotion, and compensation without discrimination based on race, ethnicity, gender, age, or other protected characteristics.

We prioritize removing barriers to equal employment access. For reasonable accommodation requests during recruitment, contact:

Work Modality: Hybrid

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