Team Manager

The Team Manager position under the GWAM Retirements group will promote a professional and service-oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required and determine short and long term goals and objectives to meet business operations expectations. They should devise and implement projects that will lead to more efficient and effective processes; provide accurate and timely reports as required; and act as a resource person not only on product and process knowledge but also on other administrative tasks such as HR-related concerns raised by the employees.

Position Responsibilities:

• Manage team members/clusters day to day operation to ensure that SLA is met

• Handle escalations in a timely manner

• Conduct recruitment and hiring

• Conduct workforce management duties not limited to schedule and leave management

• Review team performance and provide corrective action plan/s perform 1:1 coaching provide support motivation and development of staff

• Review collect and summarize quality control and business reports and present to stakeholders (onshore and offshore)

• Assist in conducting a regular training needs analysis for personal and professional development of the staff

• Identify opportunities for process improvement recommendations

• Partner with HR about any payroll and disciplinary measure concerns

• Facilitate meetings to disseminate announcements discuss policies and calibrate process

• Assist the operations manager in coordinating team resources monitoring team activities and preparing reports

  Required Qualifications:

  • Solid people handling skills including recruiting performance management and staff development

  • Excellent data organizational and time management skills

  • Strong relationship and client management skills; able to present and discuss performance to senior leaders

  • Effective communication interpersonal influencing and negotiation skills

  • Ability to work independently and efficiently in a team oriented high demand and fast paced environment

  • Ability to do RCA problem-solving and sound decision-making using Six Sigma tools.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit 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 .