Manager, Strategic Partnerships.

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

Reporting to the Director, Strategic Partnerships, the Vendor Relations Senior Operations Consultant, Strategic Partnerships, will be responsible for managing specific aspects of Manulife Bank’s relationships with our Business Process Outsourcing (BPO) providers for different lines of business.

The incumbent will possess sound knowledge of the Canadian Mortgage and Deposit industries and will work cross functionally with Manulife Bank’s internal partners to ensure that our BPOs are delivering in accordance with any contractual obligations as well as striving to surpass Manulife Bank’s customer service expectations by putting Manulife customers first. The ability to build positive relationships both inside and outside of Manulife, solution for complex tasks, as well as build and interpret data reports, will be key factors to this role.

Strategic Partnerships is a division under Business Effectiveness and Initiatives.

Key Accountabilities:

Strategic Outsourcing Management

• Working alongside the Contract Management team, establish familiarity with existing and/or to be negotiated agreements and all obligations contained within the agreements with our vendors.
• Improve and maintain a mechanism for measuring BPO performance against agreed to SLA’s ensuring that any deviations from SLA’s are accurately reflected in the invoicing process, dashboard reports, and periodic audits.
• Build and maintain reporting dashboards (scorecards) to monitor key service providers.
• Report on BPOs Key Performance Indicators (critical metrics) and Key Risk Indicators (KRIs) to measure vendor performance and report to key business partners.
• Maintain and keep current monthly management reporting to focus on metrics, risk conditions and data comparisons to facilitate the review of key risk indicators.
• Work with the Director of Vendor Operations to develop action plans to address any deficiencies in adhering to the agreed upon important metrics and KRI’s.

Data Analysis

• Build detailed reporting based on large data sets that align with agreed upon contractual obligations and be able to tell a story from the numbers.
• Run weekly, monthly, quarterly and annual reports to monitor the various contracted BPO’s.
• Present reports to various key partners within the organization.

Relationship Management

• Support positive relationships between Manulife Bank and our BPO vendors in order to drive vendor partner performance.
• Support the development of Manulife Bank’s overall vendor management discipline demonstrating the expertise of the Manulife organization.
• Understand the needs of key partners including Operations, Product, Treasury, Finance, Risk, Credit and Contract Management and develop strategies to support them and to keep them informed.
• Build and maintain business documentation including procedures and contacts for all external vendor related support functions.
• Present key reports/findings to both Senior Management and other internal/external partners.
• Working alongside key vendors, build a roadmap for future products and services that aligns with the strategic vision and direction of Manulife Bank.

Issue Management

• Be able to capture, quantify and report on any service issues that arise with a particular BPO as well as oversee the problem resolution process to ensure appropriate and amendable solutions are implemented.
• Work with internal business partners to ensure the solution meets the business needs.
• Create monthly issue tracking report to be shared with various team and Executives across the organization.
• Adherence to Manulife Vendor Governance Standards
• Conduct regular and recurring formal meetings with meeting minutes published
• Ensure compliance with annual governance activities as outlined by Vendor Management Department (risk assessments, audits, BCP, etc.)

Qualifications

• University or post-secondary education
• Minimum 10+ years’ experience in financial services (banking)
• Strong understanding of mortgage lending and processing (from origination through to servicing)
• Understanding of the deposit and loan industry an asset.
• Ability to build strong, trusting relationships both internally and with external partners
• Demonstrated experience in problem solving, consensus building, negotiation and conflict resolution
• Ability to present in front of large groups including Senior Executives
• Ability to work independently and within a team environment
• Ability to work under tight deadlines
• Ability to operate within a high volume, fast paced, complex environment
• Attention to detail
• Familiarity with Manulife Bank and appropriate policies and procedures helpful
• Oversight of multiple service providers, across multiple business disciplines
• Ability to work through barriers, execute plans and affect change
• Expertise with Excel an asset.

What we bring

• A bold ambition and set of goals to drive transformation in our industry
• A mission for “Decisions made easier. Lives made better.”
• A leadership team dedicated to your growth and success
• Our best. Every day.

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. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, 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. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.