Operations Director
Manulife
APAC/Oceania, Philippines, Quezon City
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Salary
Rank
Director
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
Hybrid
Functions
Finance
HR
Reports to
Level
N-2
Travel Max:
0%
Posting Date
02-09-2025
Description
The Director for Operations is a strategic and solutions-oriented thought leader primarily responsible for aligning and leading the Operations Team from the Manulife Business Processing Services (MBPS) shared service centers to achieve excellent customer service and exceed the service delivery agreements (SLAs) with the various business units (BUs).
The Director of Operations creates an environment of high engagement, harnesses value-adding synergies across a functional organization, anticipates and addresses risks proactively, looks for ways to continuously improve performance and processes and implements them efficiently.
Key Responsibilities
- Deliver high service levels to all Manulife businesses in all divisions
- Plan and execute performance and process improvement initiatives
- Manage cost recovery of all teams Lead people for high engagement
- Manage a large team and allocate resources for efficiency
- Together with MBPS Site Heads and business units, develop load balancing site strategy and plans
- Manage talent – develops competencies of leaders and staff. Ensures effective talent acquisition and retention.
Qualification & Requirements
- Bachelor’s degree in a related field
- Cumulative eight (8)+ years of senior leadership experience in a call center or shared service environment
- At least five (5) years as an Operations/Site Director or equivalent position, for a call center or a shared service environment
- Strong People Management skills – ability to interact with and build relationships with stakeholders on a senior level
- Previous experience with handling high volume and capacity requirements, managing at least 500 FTEs
- Experience in managing virtual teams, and a large number of teams or clusters
Benefits
- 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
Company Profile
Manulife
Industry
Insurance
Revenue
$49.32B
Employees
38,000
Fortune 500 Rank
NA
Global 500 Rank
#277
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