Manager, Investment Processing Services
Waterloo, ON CA
4d ago

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

The Investment Processing Services team in Manulife Investments, Trust & Securities Services, Global Wealth Asset Management, provides investors with quality operational services for multiple lines of business within Canada.

These services include processing of financial and non-financial transactions, including trade acceptance, placement and settlement, and preparing outbound phone / fax / mail communication to advisors and dealers.

Our strong focus on customer service is reflected in our vision : to be an industry service leader by placing the customer at the centre of everything we do and exceeding expectations through the strength of our people and technology.

Job Summary :

Reporting to the Director, Investment & Securities Operations, you will be responsible for leading a team of service-oriented professionals to deliver critical processing functions across all Individual Investments Retail products (Segregated Funds, Mutual Funds, GICs and Term Funds) including transaction processing, work prioritization, external customer-related communications and reporting.

You will build, lead and schedule a successful team across multiple locations in accordance with business and staff needs, with a critical focus on French language and Quebec-based customer service delivery.

This will be accomplished through coaching, development, retention and recruitment of a team of dedicated bilingual staff members, while maintaining a positive work environment.

You will also regularly interact and partner closely with Manulife Business Processing Services (MBPS) peer teams in The Philippines to support achievement of broader service level standards across Investments.

Accountabilities :

  • Manage and maintain bilingual staffing to meet applicable daily service levels - ensure resources are scheduled and allocated across functions / administrative systems and between Investment products as service levels dictate
  • Ensure the team maintains core business and process knowledge
  • Provide clear sighted decision-making, escalation and service support to the team
  • Collaborate closely with internal business partners and act as necessary to support successful shared delivery of projects and continuous improvements
  • Utilize strong customer service skills and apply sound business understanding, to act as a critical business partner for other internal departments as well as advisors and / or their back offices when necessary
  • Lead team members in an environment with significant volumes especially during peak transactional times
  • Ensure the team reaches its objectives, such as the prescribed accuracy and productivity metrics by leveraging industry tools.
  • This is achieved by regular staff reviews, as well as analysis of trends and processes

    Requirements :

  • Prior leadership experience involving customer service teams
  • Excellent customer service orientation
  • Strong understanding of guaranteed investment and mutual fund industry standards
  • Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions
  • Demonstrated ability to be flexible, exercise judgment and make clear sighted decisions in a changing environment
  • Strong influencing, negotiating and conflict management skills
  • In-depth knowledge of Manulife Retail Investments products and systems
  • Proven ability to develop staff and mentor high potential team members in a fast-paced, changing environment
  • Proven ability to delegate and allocate resources effectively
  • Develop innovative controls to provide reliable business solutions
  • Demonstrated ability to develop and maintain excellent cross-department relationships to attain collaborative solutions
  • Strong understanding of Business Unit controls
  • Excellent communication skills in both English and French, written and oral
  • Note : Flexibility with respect to overtime and some inter-province travel required

    If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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