Director, Investment Operations (Middle Office)

Overview

Director, Investment Operations (Middle Office) – Manulife, Quezon City, National Capital Region, Philippines

The Investment Operations leader is expected to work closely with the global functional leaders to support both the day-to-day processing and transformation of our function. The Investments business has kicked off a multi-year transformation journey to drive digitization, automation, and increase straight-through processing and leverage our global hub for more end-to-end functions.

We’re looking for a leader who demonstrates a strong operational processing background including a focus on efficiency and risk mitigation. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership and exceptional business knowledge and the ability to get things done.

Position Responsibilities

• Manage day-to-day business relationship management and oversight of services with a proven track record of managing global cross functional relationships.
• Responsible for the escalation and quick resolution of any operational service issues.
• Ensure that work is integrated across teams and that the work produced meets service level standards and exceeds quality standards.
• Contributes to the development of overall procedures and policies. Ensures these are executed as intended by subordinate teams through subordinate managers.
• Develop the capability of the service by leveraging expertise in investment products, operational excellence practices, and the transaction / customer lifecycle.
• Support and deliver on key transformation strategies of the group, including strategic reviews on existing processes and submission of business cases for prioritization in the change agenda.
• Establish a high level of credibility and build professional relationships with our business partners and our customers.
• To ensure customer-centered outcomes, manage business relationships and act as a business partner for our Business Unit service recipients. Enable feedback channels to the business to align expectations and priorities.
• Periodically refresh service level standards across the teams to align to business requirements and manage the achievement of KPIs as defined within the Service Level Agreements and Schedule of Services.
• Manage and mitigate operational risk and ensure that issues are escalated timely and resolution is effective. Validate the accuracy of operational risk heat maps and other risk assessments. Accountable for timely and effective closure of audit points.
• Timely and effective delivery on KPI and KRI reporting, business dashboards and other metrics as required.
• Drive the sharing of best practices, fostering collaboration, and innovation across the teams.
• Execute strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service.
• Develop the capability and functional expertise through training / development, coaching / mentoring, strategic talent management, succession-planning, and supporting mobility.
• Ensure that the MBPS Governance model and Operating Standards are adhered to.
• Participates in strategic business planning activities and helps translate to business initiatives.
• People management responsibilities include hiring, compensation strategy, promotion, performance management, and capability development of direct reports and their subordinate teams.

Behaviors

Required Qualifications

Preferred Qualifications

When you join our team

Employment details

Note : This refined description excludes boilerplate and non-essential postings to provide a focused overview of the role, responsibilities, and qualifications.

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