Director of Operations Support

The Director of Operations Support is responsible for supporting the Operations functions under GHNW and Manulife Bermuda Operations.  Some of the core functions include include New Business Operations, Case Set-up, Titles, In-force Operations Management, Inforce Policy Change and Servicing, Operational Support Services, Training, Licensing & Commissions, with plans to continue to growth functions in the future.  This role main responsibility is to ensure a smooth and efficient operation of the organization. This is an individual contributor role which will work closely with various departments and department leaders, to implement and maintain operational policies, improve processes, and support strategic growth objectives.  This role will focus on supporting the day-to-day business across various Operations teams and help provide solutions and resolve complex business matters.

The successful candidate will partner closely with the COO, GHNW Operations and the management team ensure key business KPI’s are being met and exceed.  The candidate will demonstrate the ability of creative thinking in supporting complex business matter and delivery effective solutions to our key business customers and stakeholders while maintaining our company risk profile.  

Key responsibilities will include:

• Operational Support: Assist in formulating and administering company policies to improve business operations and achieve strategic goals.
• Process Improvement: Identify and implement process improvements to enhance efficiency and productivity.
• Metric Analysis: Review and analyze business and operations performance data to measure productivity and goal achievement.
• Project Coordination:  Work closely with project teams and other stakeholders to ensure timely and professional execution of tasks.
• Resource Management: Manage procurement and resource allocation to support operational needs.
• Global Vision:  Work with our business counterparts globally and help align business practices.
• Compliance: Ensure compliance with operational policies and procedures.
• Client Support: Oversee client support services to maintain high levels of customer satisfaction.
• Reporting: Prepare and present reports on operational performance to upper management.
• Escalation Handling: Support day-to-day client and stakeholder escalations and work through complex operational situations to ensure timely resolution.

Individual Accountabilities:

• Execution: Ensure timely and effective execution of assigned tasks.
• Documentation: Maintain accurate and up-to-date documentation.
• Continuous Improvement: Foster a culture of continuous improvement and innovation within the team.

Shared Accountabilities:

• Collaboration: Collaborate with cross-functional teams to achieve common goals.
• Strategic Objectives: Contribute to the overall strategic objectives of the GHNW Operations and business.
• Support: Support the COO in achieving departmental KPIs and objectives.

Problems / Challenges:

• Complexity: Manage the complexity and scope of unique situations in Operations that may span multiple departments and functions.
• Alignment Across Departments: Ensure cross functional alignment and collaboration, , address potential conflicts or misalignments that may arise during projects.

Competencies/Knowledge:

• Analytical Skills: Strong ability to analyze complex data and make informed decisions.
• Project Management: Proficient in managing projects, including planning, execution, and monitoring.
• Communication: Excellent verbal and written communication skills, with the ability to present information clearly and concisely.
• Collaboration: Ability to work effectively with cross-functional and regional teams.
• Innovation: Keen interest and understanding of emerging technologies and industry trends.
• Problem-solving: Strong problem-solving skills with a proactive approach to addressing issues.
• Obsessed with the customer; ability to drive value, working backward from the customer.
• An entrepreneurial spirit and comfort working within a rapidly changing environment and able to take sensible risks and decide to continue or discontinue direction based on data.
• Demonstrated experience in strategy execution in a customer/stakeholder-facing environment                                                                                                       

Qualifications/Education

• Bachelor’s degree in business administration, operations management, or equivalent.
• At least 7 years of experience in operations support or leadership role
• Proficient in metrics analysis and process improvement techniques
• Self-motivated, independent with minimal supervision and excellent interpersonal skills
• Execution focused with a keen problem-solving mindset
• Excellent verbal and written communication skills

Personal and leadership competencies required include:

Leadership: Demonstrates the ability to lead and influence others without direct authority. Inspires and motivates team members to achieve high performance and fosters a positive and collaborative work environment.

Initiative: Takes ownership of tasks and drives them to successful completion. Proactively identifies opportunities for improvement and takes action to implement solutions.

Flexibility: Adaptable to changing priorities and organizational needs. Comfortable working in a dynamic environment and able to pivot strategies and approaches as necessary.

Team Player: Works well in a team environment and fosters collaborative relationships. Builds strong partnerships with internal and external stakeholders to achieve common goals.

Detail-oriented: Pays attention to detail and ensures accuracy in work. Maintains high standards of quality and thoroughness in all tasks.

Strategic Thinking: Ability to think strategically and contribute to long-term planning. Understands the broader business context and aligns individual and team efforts with organizational goals.

Communication: Excellent verbal and written communication skills. Able to convey complex information clearly and concisely to diverse audiences. Skilled in active listening and providing constructive feedback.

Problem-solving: Strong problem-solving skills with a proactive approach to addressing issues. Capable of identifying root causes and implementing effective solutions.

Decision-making: Demonstrates sound judgment and decision-making abilities. Considers multiple perspectives and data points before making informed decisions.

Innovation: Open to new ideas and approaches. Encourages creativity and innovation within the team and actively seeks out opportunities to apply emerging technologies.

Time Management: Efficiently manages time and prioritizes tasks to meet deadlines. Able to balance multiple projects and responsibilities simultaneously.

Emotional Intelligence: High level of self-awareness and empathy. Able to manage one's own emotions and understand and influence the emotions of others.

Resilience: Maintains composure and effectiveness under pressure. Able to navigate challenges and setbacks with a positive and resilient attitude.

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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].

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