Manager Business Enablement - Affinity Operations

We are seeking a dynamic and strategic Business Enablement Manager to lead and enhance our operations by overseeing our KMC, Quality, Training, and Business Analyst teams. The ideal candidate will be responsible for working with our Value Stream, Product and Distribution partners to ensure the successful implementation of all initiatives impacting the operations as well as streamlining processes, improving operational efficiencies, and ensuring that our teams are aligned with business goals.

This role requires a proactive leader with strong analytical skills, a solid foundation in project management, a passion for process improvement, and the ability to work collaboratively across departments. 

Position Responsibilities:

• Leadership and Management: 

• Lead, mentor, and manage the KMC, Quality, Training, and Business Analyst teams to achieve departmental and organizational goals. 

• Work closely with the Affinity Operations leadership teams in all locations (Canada, MBPS and Genpact) to ensure effective, efficient, seamless implementation of all initiatives and to identify areas of continuous improvement opportunity 

• Foster a collaborative and high-performance culture within the teams, encouraging professional development and continuous improvement. 

• Operational Improvement: 

• Analyze current operational processes and identify areas for improvement to increase efficiency and effectiveness. 

• Develop and implement strategies to streamline operations, reduce costs, and improve service delivery. 

• Collaborate with cross-functional teams to align operational improvements with business objectives. 

• Quality Assurance: 

• Oversee the development and implementation of quality standards and procedures to ensure high levels of service and product quality. 

• Monitor and evaluate quality performance, identifying trends and areas for improvement. 

• Lead initiatives to enhance quality assurance processes and drive a culture of quality throughout the organization. 

• Training and Development: 

• Oversee the design and delivery of training programs that equip employees with the skills and knowledge needed to excel in their roles. 

• Work with the Training team to assess training needs, develop curricula, and evaluate the effectiveness of training programs. 

• Ensure training programs are aligned with business goals and operational requirements. 

• Business Analysis: 

• Guide the Business Analyst team in gathering and analyzing data to support decision-making and strategic planning. 

• Oversee the development of reports and dashboards that provide insights into business performance and operational efficiency. 

• Collaborate with stakeholders to identify business needs and translate them into actionable projects and initiatives. 

• Stakeholder Engagement: 

• Build and maintain strong relationships with key stakeholders across the organization to ensure alignment and support for business enablement initiatives. 

• Communicate effectively with senior leadership to provide updates on operational improvements and strategic initiatives. 

Required Qualifications:

• Bachelor’s degree in business administration, Operations Management, or a related field. A Master’s degree is preferred. 

• Proven experience (5+ years) in a managerial role within operations, business enablement, or a related field. 

• Experience in Affinity, Group Benefits or Insurance preferable 

Preferred Qualifications:

• Nice to have: Bilingual (French & English) - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec.

• Strong leadership and team management skills, with a track record of building and leading high-performing teams. 

• Excellent analytical and problem-solving abilities, with a keen eye for detail and a strategic mindset. 

• Proven experience in process improvement and operational efficiency initiatives. 

• Strong communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels. 

• Experience with quality assurance methodologies and training program development. 

• Proficiency in data analysis tools and software. 

When you join our team:

• We’ll empower you to learn and grow the career you want. 

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

• As part of our global team, we’ll support you in shaping the future you want to see.

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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 https://www.manulife.com/en/about/our-story.html.

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].

Montreal, Quebec

Hybrid

Salary range is expected to be between

$80,700.00 CAD - $145,260.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.