Director Client Services
The Manufacturers Life Insurance Company
Halifax, NS CA
7d ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Reporting to the VP Customer Experience, Manulife Bank & Trust, the Director Client Services will be an able people leader and possess a strong understanding of the financial services and banking industry.

The Director will lead a team of professionals located in Halifax and Waterloo accountable for two key service propositions : New Accounts and Inforce Services.

The incumbent will also engage and build strong relationships with partners across the Bank to deliver on the Bank’s strategic priorities through continuous improvement and reducing customer effort.

Key Accountabilities

Overall Business Accountabilities :

Business Efficiency and Effectiveness

  • Oversee and pro-actively manage the Bank’s Client Services team consisting of two main areasNew Accounts accountable for all new account openings for deposit, investment and loan productsInforce Services servicing all financial and non-
  • financial transactions and requests from customers including advisors

  • Ensure the team is delivering an exceptional service experience to our customers whether it be a one-on-one interaction or in fulfilling a request.
  • Foster, support and encourage a culture of continuous improvement that challenges the status quo
  • Focus on service excellence through identifying and driving forward initiatives that improve efficiency and reduce customer effort (e.
  • g. straight-through processing, process automation etc.)

  • Ensure established service and quality targets are consistently met across all functions
  • Business Projects & Initiatives

  • Engage and collaborate with business and functional partners across the Bank to effectively scope project needs and deliver on plans as they relate to the Bank’s strategic priorities
  • Act as a key stakeholder strategic and operational initiatives and projects to ensure the impacts to the team (i.e. new or changes to processes) have been fully accounted for and any risks mitigated
  • Ensure the team is prepared and ready to support new product initiatives and promotions through resourcing, training and change management principles.
  • Strategic Partnership Management

  • Provide operational oversight for processes being performed by our MBPS team located in Manilla
  • The ability to influence, negotiate and effectively collaborate with external partners to meet the Bank's objectives. External partners include RBC, Everlink, Telepay, Intria, Cannex and Gemalto.
  • People Management and Leadership

  • Provide support, coaching and guidance to build a high performing team to ensure individual and team service standards and deliverables are consistently achieved and that personal and professional development is fostered
  • Ensure the team is knowledgeable and adhering to all regulatory and compliance standards including Privacy, Code of Conduct, Payments Canada standards, OSFI regulations, AML legislation, CRA regulations etc.
  • Administrative

  • Oversee the compilation of service level adherence and initiative progress update reports
  • Prudently manage expenses and develop annual budget in collaboration with Bank and Customer Experience Finance teams
  • Competencies :

  • 5 - 10+ years progressive experience within the financial services industry
  • Comprehensive knowledge of the banking industry, particularly related to Payments Canada, Bank Act, OSFI Regulations and CRA regulations related to retirement products
  • Ability to work in a fast-paced non-structured environment
  • Demonstrated ability to be flexible and exercise judgment in a changing environment
  • Excellent interpersonal and communication skills (verbal and written)
  • Well-developed presentation skills
  • Collaborative and ability to impact and influence cross-functional teams
  • Effective conceptual, diagnostic, analytical and problem-solving skills
  • Strong financial acumen and ability to support detailed business cases
  • Strategic thinker
  • Results-oriented
  • Experienced people leader with a strong track record of recruiting and developing talent
  • Post-university education
  • Apply
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