Manager, Business Support - #8997163


Date: 1 week ago
City: Waterloo, ON
Contract type: Full time

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Working Arrangement


Job Description

Are you an experienced and sought-after leader looking for unlimited opportunities to develop and succeed? With work that makes a difference in a flexible and supportive environment, while assisting our business to keep the lights on at the Bank?

Manulife Bank’s Operations team is seeking a Manager, Business Support to join our Business Services & Development team. The BSD team is a central support area for all of Manulife Bank and is accountable for providing support to the Bank through day-to-day support on incidents and issues, security access, business unit contingency, training and enablement support.

Reporting to the Director, Business Services and Development, the successful candidate will be a highly motivated, influential, accountable and passionate leader who has a proven leadership track record in building engaged teams, strong peer relationships and facilitating the resolution to problems while supporting the Bank’s teams, systems and processes in a fast-paced and changing environment.

What will I be doing?

  • Leading an engaged team of ~6 Support Analysts and 3 Trainers in Halifax and Waterloo through coaching, recognition, recruitment, and development

  • Providing leadership with day-to-day support issues affecting the Bank and liaise with both Bank IT and business stakeholders on effective resolution of issues.

  • Communicating effectively and regularly to a varied audience of direct reports, peers, and senior management on issues and changes affecting the Bank

  • Proactively interacting and communicating with stakeholders and build strong relationships with partners in the Bank, Operations, IT, Shared Services and the greater Manulife teams

  • Providing leadership and direction on security access protocols for Bank staff and ensure processes and approvals are adhered to and timely managed

  • Owning and maintaining the Bank’s Intake Model utilizing JIRA Service Desk for all Bank issues, incidents, system access, and changes and enhancements (tech or no tech)

  • Leading the Bank’s initiative training team and being accountable for governance for Operations procedures and System Security access management for Bank staff

  • Managing risks and monitoring key controls for your team

  • Leveraging your analytical and critical thinking skills to ask questions, understand our business drivers and needs, and bring order to resolving escalated issues to mitigate customer and business impact and coordinate our response

  • Owning resource estimation & scheduling within your team, ensuring we are in alignment with business priorities and our financial plan

  • You will know or be learning agile and will be actively coaching your team on agile ways of working; you will lead team scrums and help remove roadblocks and continuously improve

Am I Right for the job?

  • You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement with at least 3 years’ experience in a leadership role

  • You enjoy supporting other teams/peers with problems and helping to bringing groups together to tackle issues and facilitate resolution

  • You are accountable – you make it happen, you own it and you find solutions

  • You are laser focused on the customer, putting their needs first when considering how to tackle and resolve an issue and championing for them and our stakeholders

  • You have excellent relationship and stakeholder management skills – you build trust

  • You have experience with technology and can translate technical information into plain business language

  • You consider operational risks and ensure effective controls are in place for your team

  • You are a master communicator – you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management

  • You are resilient, adaptable to change and lead others through change

  • You learn fast. You pick up new ideas, concepts, technologies, and tools easily

  • You are dedicated to continuous improvement, including digitization and innovation

  • You are familiar with Agile principles, continuous improvement and Lean methodologies

  • The project management, analysis and/or support professions aren’t new to you. You’ve spent 3 years or more growing your knowledge, skills, decision-making and experience in this line of work and you have a clear track record of success

  • You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream and stakeholder impacts and can coach your team to do the same

  • You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, you maintain your composure and bring your best-self during challenging times and interactions

  • You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet

  • You’re already familiar with financial services and bank products and the types of technology solutions that allow a business to manage them


  • Related experience with leading teams that are in a supportive role to help enable teams, peers, stakeholders to deliver and run the business

  • Related experience in leading teams that partner well and often with IT colleagues

  • Agile experience

  • Strong knowledge of banking products, Manulife Bank operations and/or systems, and or experience in other financial services/banking industry

  • Knowledge of RPA (robotic process automation) tools and software

  • Knowledge of Business Process Mapping and Notation and MS Visio

  • Strong MS Excel/Access skills

So what’s next? If you're interested in the idea of joining our team don't let this complete list of items deter you. Send us a resume and a cover letter telling us about yourself and why you want to work with us. We are looking for our next great team member – and we want to hear from YOU!



Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, 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 globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at .

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 to provide 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 with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact [email protected] .

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