The Canada Retail Mutual Fund Operations team provides investors with quality operational services, including the processing of financial and non-financial transactions through trade acceptance, placement and settlement and preparing outbound phone/fax/mail communications to advisors and dealerships. Our strong customer service focus is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.  

Reporting to the Manager of Mutual Fund Operations, the Operations Lead is primarily accountable for supporting operational excellence by leading change, driving service delivery, partnering with Operations leaders in driving key priority initiatives (e.g. Enhancing processes, policies) and technical development for staff.

Responsibilities:

Providing day-to-day technical knowledge support (iFast, Fundserv, etc.) to staff in individual or group settings

First point of contact for assisting staff with complex processing cases

Supporting the Manager of Mutual Fund Operations in the achievement of department service standards and quality goals

Support and oversees the technical and workflow management of the team

Leading and/or supporting the execution of assigned continuous improvement initiatives, Product and vendor-initiated changes, and regulatory and industry related projects for the Operations teams across all locations.

Supports the Canada Retail Operations team by providing subject matter expertise on Operational processes, etc… within the Canada Mutual Fund Operations team

Works with the Manager in driving a culture of innovation, continuous improvement, and enable the conversion of ideas into executable projects

Lead/Support work required on key risk functions impacting Operations including but not limited to: Audits, RCSA testing, etc.

Collaborates with the Manager in developing and gathering important metrics- efficiency, utilization, quality, and other essential data to support continuous team growth

Work with MMF Retail operations teams to achieve optimal results on SLA attainment and efficiency targets through business process analysis and process improvement initiatives.

Qualifications:

5+ years of relevant experience in Fund Operations, Securities Operations, and/or Wealth Management

Post-secondary education an asset

Proven leadership experience in a fast-paced environment, with excellent organizational skills and the ability to manage multiple priorities effectively.

Ability to express ideas and shares information clearly and concisely, articulates messages, modifies approach, and builds connections/trust 

Ability to influence others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance 

Solution Focused; Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience 

Adaptable and stimulates change to achieve the desired results

Ability to think in a creative way to consider the big picture and implement solutions

Excellent verbal and written communication, presentation, documentation and facilitation skills, ability to document processes/concepts in an organized, understandable, and clear format

Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes

Presents complex ideas clearly, with an ability to manage change and influence individuals across business boundaries to achieve objectives.

Excellent analytical, problem-solving, and influencing skills. Demonstrates initiative and confidence to make sound judgement calls.

Experience working across multiple geographies and time zones. Strong social skills and ability to work effectively across cultures.

Proficient in MS Office Suite includes Power Point, Excel, Word, One Note, Power BI

Familiarity with low code/no code tools- i.e.- Power Automate, Microsoft Power Apps

Solid understanding of Fundserv and ifast desktop platforms

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 recruitment@manulife.com.

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.