Assistant Manager Operations

We are seeking an experienced and highly motivated Assistant Manager, Operations to join our Distributor Services Team. Reporting to the Director, Distributor Services, this role is accountable for leading, coaching, and developing a team of Customer Service Professionals who support advisors and distribution partners. The successful candidate will play a key role in driving operational excellence by analyzing business processes, identifying opportunities for improvement, and implementing effective solutions.

This position requires strong people leadership, analytical thinking, sound judgment, and the ability to collaborate effectively with internal and external partners to deliver exceptional service and sustainable results. Position Responsibilities Lead daily work activities by coordinating resources, monitoring progress, communicating priorities, and ensuring achievement of service-level and performance metrics. Set clear performance expectations and provide regular, structured feedback on service quality, productivity, and outcomes.

Assess team members’ strengths and development needs; create and maintain individualized development plans; provide ongoing coaching to promote accountability and skill development. Support team members in resolving complex escalations, investigations, and high-impact advisor or business issues. Identify, analyze, and implement solutions to operational errors, process gaps, and emerging business needs.

Address non-standard or complex issues by establishing sustainable processes and ensuring clear understanding and adoption across the team. Drive continuous process improvement by identifying barriers, risks, and inefficiencies, and recommending actionable solutions. Collaborate with cross-functional partners to enhance service delivery, resolve issues, and support operational initiatives.

Analyze trends related to advisor inquiries, errors, and business practices, and contribute to the development of action plans. Research and resolve complex issues, analyze data, and effectively communicate findings and recommendations to leadership. Required Qualifications Exceptional verbal and written communication skills, including strong presentation abilities.

Minimum of 2 years’ experience managing a contact center or comparable operational team. Strong analytical, investigative, and problem-solving skills with demonstrated ability to identify root causes and implement solutions. High attention to detail, proactive learning mindset, and willingness to seek clarity when needed.

Excellent organizational and priority-management skills in a fast-paced environment. Advanced influencing, negotiation, and conflict management capabilities. Proven coaching and mentoring experience.

Intermediate to advanced proficiency in Microsoft Excel. Demonstrated critical‑thinking skills, with the ability to address both immediate issues and underlying systemic problems. Preferred Qualifications Strong working knowledge of Distributor Services workflows, procedures, and supporting systems, including their capabilities and limitations.

Ability to understand the broader business context and apply sound judgment and creative problem‑solving. Demonstrated ability to perform effectively under pressure, manage competing priorities, and adapt to change. Quick learner with strong collaboration and relationship‑building skills.

Proven ability to investigate complex, time‑sensitive, and high‑impact cases with a focus on clear communication, relationship management, and conflict resolution. Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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. #LI-HYBRID The role being advertised is an existing vacancy. マニュライフとジョン・ハンコックについて マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。 マニュライフは機会均等を是とする雇用主です マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。 雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [email protected]までご連絡をお願いします。 Referenced Salary Location Halifax, Nova Scotia Working Arrangement ハイブリッド勤務 Salary range is expected to be between $65,850.00 CAD - $109,750.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. 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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. #J-18808-Ljbffr