Job Summary

The role is part of the Executive Assistance and Travel Management team at Manulife Business Processing Services (MBPS). The role will have responsibility of leading a team of Executive Assistants including Virtual Executive/Admin Assistants.  This role is critical in ensuring high-quality administrative support is delivered to our stakeholders. The ideal candidate will have a strong background in team leadership, remote workforce management, and executive support services. You will be responsible for overseeing daily operations, driving performance, and fostering a culture of excellence and accountability. The Assistant Manager will play a key role in strategic planning, cross-functional collaboration, and fostering innovation within the team.

Role and Responsibilities

Lead, coach, and mentor a team of Executive Assistants including Virtual Executive/Admin Assistants to ensure high performance and professional growth. This includes conducting regular 1:1s, team meetings, and performance reviews.Manage daily operations of the team and provide guidance and support to team members, helping them to develop their skills and achieve their career goals.Monitor and analyze team performance metrics to ensure SLAs and KPIs are met. Use data to identify areas for improvement and implement strategies to enhance team performance.Develop and implement process improvements to enhance efficiency and service quality. Continuously evaluate and refine processes to ensure that the team is operating at peak efficiency.Serve as the primary point of contact for escalations and stakeholder feedback. Address any issues or concerns raised by stakeholders and ensure that they are resolved promptly and effectively.Ensure alignment between the Assistants and the needs of supported executives. Work closely with executives to understand their needs and ensure that the team is providing the necessary support.Develop and deliver onboarding and continuous training programs and maintain documentation of best practices and standard operating procedures. Ensure that new team members are properly trained and that existing team members have access to ongoing professional development opportunities.Contribute to workforce planning, including hiring, and resource allocation.Support change management initiatives and drive adoption of new processes. Help to manage transitions and ensure that the team is adapting to new processes and technologies.

Qualifications

College Degree in any field of business administration.Minimum of 5 years experience in a leadership role, preferably with background on executive support.BPO or Shared Services setting experience is preferred.Experience in managing Virtual Assistants is preferred.Strong oral and written communication skills required to interact with senior officers and representatives.Possess above average interpersonal presentation and problem-solving skills.Strong organizational and time management abilities, with a keen attention to detail.Advanced Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).Highly collaborative and results-oriented.Customer service focused.Ability to handle sensitive and confidential information with discretion.Strong interpersonal skills and the ability to work effectively with diverse teams.Ability to work independently and manage multiple priorities in a fast-paced environment.

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 recruitment@manulife.com.

Working Arrangement

Hybrid