Director, Investment Operations

The Investment Operations leader is expected to work closely with the global functional leaders to support both the day-to-day processing and transformation of our function. The Investments business has kicked off a multi-year transformation journey to drive digitization, automation, and increase straight through put processing and leverage our global hub for more end-to-end functions.

We're looking for a leader who demonstrates a strong operational processing background including a strong focus on efficiency and risk mitigation. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership and exceptional business knowledge and the ability to get things done.

Position Responsibilities

• Manage day-to-day business relationship management and oversight of services with a proven track record of managing global cross functional relationships.
• Responsible for the escalation and quick resolution of any operational service issues.
• Ensures that work is integrated across teams and that the work produced meets service level standards and exceeds quality standards.
• Contributes to the development of overall procedures and policies. Ensures these are executed as intended by subordinate teams through subordinate managers.
• Develop the capability of the service by leveraging expertise in investment products, operational excellence practices, and the transaction/customer lifecycle.
• Support and deliver on key transformation strategies of the group, as a priority, which includes strategic reviews on existing processes and submission of business cases for prioritization in the change agenda.
• Establish a high level of credibility and build professional relationships with our business partners and our customers.
• To ensure customer-centered outcomes, manage business relationships and act as a business partner for our Business Unit service recipients. Enable feedback channels to the business to align expectations and priorities.
• Periodically refresh service level standards across the teams to align to business requirements and manage the achievement of KPIs as defined within the Service Level Agreements and Schedule of Services.
• Manage and mitigate operational risk and ensure that issues are escalated timely and resolution is effective. Validate the accuracy of operational risk heat maps and other risk
• assessments. Accountable for timely and effective closure of audit points.
• Timely and effective delivery on KPI and KRI reporting, business dashboards and other metrics as required.
• Drive the sharing of best practices, fostering collaboration, and innovation across the teams.
• Execute strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service.
• Develop the capability and functional expertise through training/development, coaching/mentoring, strategic talent management, succession-planning, and supporting mobility.
• Ensure that the MBPS Governance model and Operating Standards are adhered to.
• Participates in strategic business planning activities and helps translate to business initiatives.
• People management responsibilities include hiring, compensation strategy, promotion, performance management, and capability development of direct reports and their subordinate teams.

Behaviors

• Customer focused operator capable of leading change so the customer and strategy are at the forefront when designing a solution.
• A doer with an entrepreneurial attitude and passion for innovative work that drives results.
• Collaborative and transparent working style with an open, honest, and direct approach.
• Flexible, steady under pressure, and willing to switch gears quickly.
• Strong curiosity and desire to make the complex clear and to always ask "why"
• Organized, self-directed, efficient, and able to manage complex projects.
• Strong team player who will contribute to the Global Investment Operations strategy.

Required Qualifications

• Relevant undergraduate degree in Business Administration, Finance, Economics, etc.
• Additional certifications / designations such as Master of Business Administration (MBA), CISI (Chartered Institute of Securities and Investment), CFA (Chartered Financial Analyst), Six Sigma, Agile / SCRUM Master etc. would be an advantage, but not required.
• 8+ years of relevant experience in Investment Operations and/or Wealth Management.
• Sound experience of end-to-end Trade and Cash Management process and SWIFT Standards, Onboarding and Static Maintenance, Asset Servicing (Corporate Actions), Reconciliation, Investment Accounting, Client Reporting, Data and Performance.
• Strong market knowledge including regulatory changes affecting the Investment Operations Industry globally
• Commitment to client service & problem resolution
• Sound operations management acumen with a solid understanding of the business environment through practical experience.
• Strong people management experience (5+ years) to lead, manage and develop professional staff.
• Experience in working in a broad Matrix organization listening and using influence to make an impact. Proven track record and positive reputation to influence others and move toward a common vision or goal, within and/or beyond their business area.

Preferred Qualifications

• Ability to work in an ambiguous environment and adapt to change while managing time and workload with aggressive timelines.
• Experience working across multiple geographies and time zones. Strong interpersonal skills and ability to work effectively across cultures, geographies and senior leadership. Excellent English written and verbal communication skills.
• Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes
• Excellent analytical and problem-solving skills with demonstrated ability to work with complex financial issues and concepts.
• Ability to anticipate issues and think proactively to resolve issues and risk.
• Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the organization.
• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities.
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Presents complex ideas clearly, with an ability to manage the complexities of executing significant change and influence individuals across business boundaries to achieve objectives.
• Proficient in MS Office suite including Outlook, Excel, Word, Power Point, and SharePoint.
• Flexible hours on shift and overtime may be required to meet business deadlines. Must be willing to travel.
• Participates in educational opportunities; reads professional publications; maintains networks and participates in professional organizations to always be up to date on job knowledge.

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.

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
Hybrid