MMF Senior Team Leader

MMF Senior Team Leader

The Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )
Taipei City
155-158 years
Not Specified

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
The Manulife Mutual Funds team provides quality services to our customers and advisors. These services include End-to-End processing of financial and non-financial transactions, adjustments, reconciliation, service case escalation and investigation, production reports and preparing outbound communication to advisors and customers. 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 Manager/FL, the Sr. Team Leader is responsible for leading a team of service-oriented professionals to deliver critical processing functions across for Manulife Mutual Funds. This includes transaction processing, work prioritization and coordination, external customer-related communications and reporting.
. The position is responsible for building, leading and scheduling a successful team in accordance with business and staff needs, with a critical focus on customer service delivery. This will be accomplished through coaching, mentoring, development, retention and recruitment when required of a team of dedicated English staff members while maintaining a positive work environment.
. The Sr. Team Leader will manage staff in locations in MBPS Manila and regularly interact and partner closely with Waterloo, Montreal and India peer teams to support achievement of service level standards.
Minimum Skills Required to Hire:
  • Prior leadership experience involving mutual funds, retail investments operational / customer service teams
  • Excellent customer service orientation
  • Strong understanding of Investment Products
  • 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 & mentor any high potential team members in a fast-paced changing environment
  • Proven ability to delegate & allocation resources effectively and identify where the capacity gaps are and address them
  • Innovative problem-solving skills, developing controls to provide good business, effective and efficient solutions
  • Demonstrated ability to develop and maintain excellent cross-department relationships to attain collaborative solutions
  • Strong understanding of Business Unit controls

Technical Skills:
  • Knowledge of the provisions in the MBPS Operations Standards
  • Understanding of BPMN
  • Basic to intermediate project management skills
  • Advanced Microsoft office skills
  • Basic knowledge of Unit Costing
  • Workforce management skills including but not limited to forecasting, capacity planning and scheduling (WFO)
  • Experience and familiarity in utilizing data analysis techniques/tools (Ex. Root-cause analysis, correlation)
  • Strong knowledge of end-to-end process and quality - related processes (Ex. Quality Monitoring)
  • Knowledge of Investment Operations-related processes and functions such as the Quality Control Process, Training & Development, Performance Management etc
  • Demonstrated skill in utilizing work distribution and performance monitoring tools, which includes AWD BI, Power BI, Qlikview etc.
  • Proficiency in relevant Business tools: Mainframe, Desktop, Internet Explorer-based applications
  • Strong relationship management skills ability to build strong relationships across positions and functions
  • Demonstrate time management, organizational and multi-tasking capabilities in handling multiple and parallel projects. (Ability to be flexible to changing environments and to work independently and meet tight deadlines)

Soft Skills:
  • Excellent comprehension, analytical and decision-making skills
  • Customer service and relationship management skills
  • Can converse effectively using the English language/excellent communication and presentation skills
  • Prioritization and activity management skills
  • Coaching, people and performance management skills
  • Excellent analytical, data gathering and problem-solving skills (case resolution skills)
  • Hiring and recruitment skills
  • Proven customer service experience, with the ability to communicate effectively and professionally with all levels of management internally as well as externally
  • Flexible and adaptable in a changing environment

Required key attributes:
  • Efficient time manager with ability to prioritize tasks
  • Detail-oriented with quick assessment skills
  • Excellent data entry skills
  • High problem-solving and decision-making skills
  • Strong client-focus
  • Positive attitude with willingness to learn
  • Good mathematical aptitude
  • Flexible and adaptable, contributing to a positive team environment
  • Committed in handling private and confidential information with a high degree of professionalism
  • Excellent written and verbal communication skills
  • Good team player and can work well with others
  • Experience in special projects is an asset

Minimum Skills Required to Perform the Job
  • Knowledge of the different MLI products supported by Investment Operations
  • Understanding of Administrative teams principles and practices particularly Investment Instruments
  • Flexible and adaptable in a changing environment
  • Able to process and communicate on all product lines OR multiple transaction categories and is capable of processing adjustments for all product lines.
  • Identify priorities as they are received from all areas - Imaging, Dealer Relations, Customer Service, Tax, Policy Control etc.
  • This role will also perform as necessary all functions of training, system and procedure testing, implementation testing and any projects as assigned.

  • Demonstrated knowledge and understanding of investment processes
  • Ability to provide production support and handle process escalations
  • Oversee and supervise ALL work types and tasks including complex items for all mutual fund services transactions.
  • Able to review processes and provide sign-off
  • Knowledge of system requirements and policies
  • Demonstrated ability to complete reporting requirements in a timely manner (Operations Report, Trend Report, Administration Reports and Tasks)

  • BPMN Suite
  • MS Office Suite
  • Workday
  • Sharepoint
  • MFConnect
  • Work Distributions Systems (e.g. AWD)
  • Volume and Performance Monitoring Tool (e.g. AWD BI, Power BI, QlikView)

Preferred Qualifications:
  • Successfully completed leadership training or mentorship program
  • LOMA Level 280 Passer or higher
  • Successfully implemented at least 1 process improvement initiative

Key Problems/Challenges:
  • Managing and prioritizing the daily work within resourcing & staffing constraints
  • Meeting service level expectations with scheduled staff available, despite potentially shifting priorities, changing daily work volumes and limited resource availability
  • Encouraging staff to develop and utilize good problem solving/decision making/judgment skills to create solutions for not in good order transactions while maintaining a good balance of managing company risk against the desire to 'make it easy' for advisors to do business with us
  • Making critical decisions impacting customer service
  • Understanding the broad implication of change on the business unit
  • Managing multiple & complex business priorities
  • Maintaining capacity & succession planning for critical subject matter expertise regarding administrative processes & systems
  • Proactively collaborating with peers and other internal business partners to implement change and adopt best practices

Scope (Dimensions & Organizational Impact):
  • Has the authority to make critical business & approved resource allocation decisions regarding complex escalated cases and change implementations
  • Effectively lead a diverse team including developing team members and in-demand subject matter experts
  • Supporting and providing technical knowledge assistance to all staff in a rapidly changing environment, while still delivering the best customer service
  • Balance project support, process improvement delivery & SME, trainer and consultant capacity against daily customer service support
  • Providing correct and accurate information in handling of all cases to maintain Manulife's financial reputation and external image
  • Freedom to act within defined guidelines and processes/practices
  • Has the authority to identify exception situations and coordinating with the advisor/client/internal depts. to customize a workable solution
  • Assess risk regarding escalated complaints to grant exceptions without Supervisor approval within established parameters
  • Recommends development opportunities for new staff and support them in their development

Reports To: Manager/ Director
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. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2020, we had more than 37,000 employees, over 98,000 agents, and thousands of distribution partners, serving over 30 million customers. As of December 31, 2020, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, and in the previous 12 months we made $31.6 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155years. We trade as MFC on the Toronto, New York, and the Philippine stock exchanges and under 945 in Hong Kong.
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 toprovide 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 withapplicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [Confidential Information] (mailto:[Confidential Information]).

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