**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. **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