Operations Manager
Manulife
- Manila City, Metro Manila
- Permanent
- Full-time
- Competitive Salary packages and performance bonuses
- Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
- Retirement savings benefit
- Rewarding culture that values wellness and well-being
- Performance Bonus
- Global network of industry experts
- Extensive training resources
- Ensure compliance with company procedures and industry regulations.
- Day to day management of customer support/operations teams.
- Develop business metrics to focus staff efforts and measure business results.
- Support change management.
- Represent team while interfacing with other business units and/or vendors.
- Oversight of vendor interaction.
- Ownership of business continuity process.
- Coach team through training, skills development, objective setting, and performance measurement.
- Ensure timely completion/accuracy of all teams’ responsibilities.
- Understand metrics and formulate strategy through business needs and forecasting.
- Build and maintain positive relationships with all key business partners.
- Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity.
- Understand gaps in business processes and formulate business cases for improvements.
- Proactively drive improvements and synergies across teams.
- Conduct regular team meetings.
- Work on strategic initiatives to drive expense reduction and streamlined processes 25% Leadership. Develop employees and foster a positive working environment.
- Promote and foster a customer-centric environment through coaching of staff.
- Mentoring associates and future leaders.
- Promote associate engagement.
- Other duties as assigned Shared Responsibilities: 25% Project Participation.
- Lead department and enterprise-level projects and initiatives.
- Participate in projects as needed.
- Provide project resources as needed.
- Must be a team leader for at least 5-year and has proven operational excellence in his/her teams.
- As a developer of people, proven leadership skills in coaching, developing, motivating, and growing a customer-focused team to achieve service delivery excellence.
- Strong people management skills including exemplary performance management, team building and reward and recognition.
- Excellent interpersonal skills with proven ability to influence and negotiate (in all directions, including “up”)
- Excellent organizational and priority-setting skills
- The incumbent needs to be very autonomous as this role.
- Thorough understanding of GBS environment, Manulife, and processing capabilities is advantage.
- Solid presentation skills
- Excellent project management skills
- Proven experience in successful transition of other business units / business functions to MBPS
- Superior research, planning, and analytical skills
- Innovative problem-solving skills
- Well-developed relationship building and relationship management skills.
- Excellent customer service skills
- Ability to think strategically.
- Ability to work independently.
- Proactive change management skills
- Superior time management skills
- Strong presentation and facilitation skills