Reporting to the Manager of Mutual Fund Operations, the Operations Lead, Mutual Funds is primarily accountable for technical knowledge (e.g. processes, policies) and technical development for staff. Responsibilities for this role include: + providing day-to-day technical knowledge support to staff in individual or group settings + providing the first point of contact for assisting staff with difficult and complex cases + supporting the Manager of Mutual Fund Operations in the achievement of department service standards and quality goals + supporting the technical and workflow management aspects of their assigned team + creating and maintaining strong internal and external relationships + providing overall support recommendations and collaboration with all processing locations to ensure consistency across GWAM Retail Operations. This role will champion ongoing learning and development opportunities for their assigned team. A key success measure for the role will be successful implementation of projects or process changes with demonstratable expected results. **Key Accountabilities:** + Oversee day-to-day operations of the department, including effective task delegation/load balancing and providing the Manager with timely updates + Plan, motivate and lead team to meet service standards (e.g., schedule adherence, vacation management etc.), within budget + Provide effective leadership, coaching/support, and motivation to the team + Ensure staff have the necessary training and available department tools to be successful in their roles + Develop and maintain collaborative relationships with business partners + Maintain a high degree of confidentiality and judgment in dealing with sensitive Employee and Business Unit information. + Participate in the development of department strategies and implement changes to support our mandate and goals. + Provide back-up to the Manager in their absence. + Participate in projects, initiatives, workshops etc. as required. (e.g., wellness, projects, BI/PR etc.) + Identify and recommend solutions that will minimize service impacts to our organization, improve operational effectiveness and efficiency productivity, including plans to implement these solutions + Oversees the execution of processing controls within team and ensuring staff following appropriate processes (e.g. complaint management) + Collects productivity, quality and other key metrics and shares with team members to promote ongoing team development + Provide metrics and highlights to internal stakeholders regularly + Support required on key risk functions impacting Operations including: + Audits, compliance testing, RCSA testing, and Archer incident root cause analysis and solutioning. **Job Requirement (Knowledge, Skills & Competencies):** + Minimum of 3-5 years of experience in the mutual funds and compliance environment. + Bachelor's degree in Business Administration, Finance, Economics, or a related field is preferred + Strong leadership skills in motivation, development, team building mentoring and performance management + Strong analytical, research, problem solving, decision-making and conflict resolution skills. + Excellent customer service skills. + Strong interpersonal skills with proven ability to influence and negotiate with direct reports to ensure that service level and customer inquiries are handled in a timely manner. + Ability to work effectively across cultures and experience working across multiple geographies and time zones. + Superior technical experience in the application of administration people management tools and systems. + Excellent organization and prioritization skills and time management to be able to handle multiple tasks in a high volume rapidly changing work environment. + Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience + Adaptable and stimulate change to achieve the desired results + Relevant experience in Fund Operations, and/or Securities Operations, and/or Wealth Management + Ability to translate issues and problems into effective business solutions + Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes + Ability to work in ambiguous environment and adapt to change + Advanced Proficiency in MS Office Suite includes Power Point, Excel, Word, One Note + Experience using enterprise planning tools (Office 365 Suite, Power BI) The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec. **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 . **Referenced Salary Location** Waterloo, Ontario **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $57,675.00 CAD - $96,125.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.