Day-to-day management of one or more customer support / operations teams. Work on and lead departmental and enterprise-level initiatives and projects. **Position Responsibilities:** Management + Ensure compliance with company procedures and industry regulations + Day to day management of customer support/operations teams + Develop business metrics to focus staff efforts and measure business results + Evaluate workflow process for improvement opportunities + Provide management support for escalated issues + Support change management + Represent team while interfacing with other business units and/or vendors + Oversight of vendor interaction + Ownership of business continuity process + Coach team through training, skills development, objective setting, and performance measurement + Ensure timely completion/accuracy of all teams’ responsibilities + Understand metrics and formulate strategy through business needs and forecasting + Build and maintain positive relationships with all key business partners + Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity + Understand gaps in business processes and formulate business cases for improvements + Proactively drive improvements and synergies across teams + Conduct regular team meetings + Work on strategic initiatives to drive expense reduction and streamlined processes Leadership + Develop employees and foster a positive working environment + Promote and foster a customer-centric environment through coaching of staff + Mentoring associates and future leaders + Promote associate engagement + Other duties as assigned Shared Responsibilities: Project Participation + Lead department and enterprise-level projects and initiatives + Participate in projects as needed + Provide project resources as needed **Required Qualifications:** + Bachelor's Degree preferably in a business-related field + 1-3 years management experience + 5-7 years industry experience + Demonstrated passion for providing client-centric solutions + Demonstrated leadership ability + Demonstrated ability to prioritize and manage time effectively in a multi-tasking environment + Demonstrated ability to work independently + Ability to manage and implement complex projects + Thorough understanding of products, administration compliance, operations and systems including business desktop applications (i.e. Lotus Notes, Office), and relevant financial products. + Ability to think strategically, assess alternatives for short and long-term impacts and act decisively + Knowledge of project planning and tracking tools + Excellent analytical and problem-solving skills + Strong presentation and written communication skills **_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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido