Global Business Services (GBS) is committed to our continued transformation into a Service Centre and Employer of Choice, driven by our potential to add greater value to the enterprise and become strategic partners of the business based on shared value. The AVP Strategic Initiatives and Business Engagement is responsible to drive and support this transformation, including the development of the high-level roadmap to achieve the GBS Vision, and ensure that GBS roadmap ladders up to the Global Operations roadmap. The role will also be responsible in identifying, prioritizing and proliferating capabilities required to close gaps and accelerate delivery to the organization and customers. The AVP Strategic Initiatives and Business Engagement will likewise be responsible for GBS BPO Partner Management oversight, governance framework and execution as well as ongoing KPI/Metrics reporting for both transitions and steady state operations against contracted obligations. The role reports directly to the GBS Chief Operating Officer.

Responsibilities:

Strategic Initiatives

Supporting the growth and transformation of Global Business Services (GBS), role is responsible for setting high-level strategy:

Articulates vision for the future

Where we want to be a leader vs. market average

Defines success (benchmark performance)

Understands strengths, weakness, opportunities and threats (SWOT)

Accountable for KPIs identified in the GBS strategy by monitoring execution, identifying “hot spots” and addressing gaps by leveraging expertise and best practices. This could involve assembling swat teams of experts or hi-pos from anywhere in the organization to solve problems.

Identifies and develops external and internal best practices, documenting them in a playbook(s) to ensure replication of improvements, including capabilities, tools, and processes between GBS our strategic outsourcing partners

Leads the development of the high-level roadmap to achieve the GBS vision (prioritizes and sequences initiatives to get to the Point of Arrival), and ensures that GBS roadmap ladders up to the Global Operations roadmap to deliver on Functional KPIs

Identify, prioritize and proliferate capabilities required to close gaps and accelerate delivery to the organization and customers

Deliver optimal “risk managed” location strategy, re-assess re-imagine Business Continuity Planning

To refine/adapt strategic objectives, translate strategies into discrete priorities, drive quality execution of initiatives, and monitor, measure and communicate results both internally, and externally to a very senior audience

The role will report to the GBS Chief Operating Officer and will liaise with Segment partners, Head of Global Operations Strategy, Group Functions, etc. to enable the annual strategic plan, identify key milestones/KPIs, monitor them and escalate issues appropriately to Head of GBS for action

Responsible for GBS BPO Partner Management oversight, governance framework and execution as well as ongoing KPI/Metrics reporting for both transitions and steady state operations against contracted obligations

Responsible for maintaining relationships with business partners, enhancing the quality of customer experience, identifying opportunities for new alliances and developing strategies for expanding the organizations market reach and improving business performance

Ensure portfolio of GBS Centers achieves the ‘right balance’ based on business needs and site concentration risk; provides thought leadership on site selection, build-out and rationalization.

Business Management

Develop with the GBS Chief Operating Officer, the GBS strategy, goals and objectives that are aligned to overall Manulife strategy.

Design and implement business plans and strategies to promote the attainment of goals.

Develop GBS packs and reports for executive purposes such as Board Forum.

Establish and implement an overall GBS performance governance framework; work with the GBS Chief Operating Officer and SLT in developing key success indicators and measures for each of the strategic initiatives.

Develop, support, and collaborate with other business units on GBS policies and procedures as necessary in relation to achieve center-wide business outcomes.

Monitor and report on key GBS performance indicators and support the Head of Global Business Services in making the required changes and decisions for the business based on trend and performance level.

Translates overall function or segment priorities and business plans into tangible program and operating standard priorities within context of area managed.

Assist Head of Global Business Services and team in the coordination and execution of key Executive visits to the GBS and visits from other external parties.

Establish Business Management community of practice

Business Relationship Management

Develop and nurture strong, collaborative relationships with key business partners and stakeholders to understand their needs and objectives

Serve as the primary point of contact and liaison between the company and its business partners, ensuring effective communication and alignment of goals

Identify and pursue new business opportunities, strategic partnerships, and alliances to support the company's growth and expansion

Analyze market trends, industry developments, and competitor activities to inform business relationship strategies and decision-making

Collaborate with cross-functional teams to drive successful business relationships and achieve mutually beneficial outcomes

Lead the development and execution of business relationship management plans, including contract negotiations, performance evaluations, and ongoing partnership initiatives

Provide regular reporting and updates on business relationship activities, performance metrics, and key milestones to senior management

Accountabilities:

Engage the GBS Leadership team in effective strategic discussions, decision-making and planning around annual strategic plan

Leverage competitive intelligence generated by the team to develop probing questions about our GBS strategy and engage with MBPS SLT Segment Leaders

Monitor progress on execution to ensure on track to achieve medium and long-term objectives with flex to take advantage of emerging opportunities

Establish and drive cross-functional leadership communities focused on execution and business readiness in support of the GBS strategy and Manulife goals

Engage teams in transparent discussions around progress against strategy, ensure awareness and understanding via strong relationships enabled by trust

Coach and guide strategy planning professionals embedded within business teams

Knowledge/Skills/Competencies/Education:

Bachelor’s degree preferably in the areas of business administration, economics, management engineering or finance.

Minimum 15 years of relevant work experience with at least 10 recent years in related positions

Experience in executing complex, multi-year programs with multiple variables and senior stakeholders, preferably with exposure to global operations and/or financial services

Execution-oriented with strong focus to deliver targeted outcomes

Demonstrated ability to create a compelling vision for the future and inspire commitment

Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.

Strong interpersonal skills and ability to work effectively across cultures being able to influence and drive strategic initiatives across large span of operations. Excellent written and oral communication, interpersonal skills and executive presence

Translates functional and business unit priorities into clear execution strategies and action plans

Excellent people leadership ability with passion for driving teams towards high performance

Assesses possible solutions using deep process and technical experience and uses judgement in handling escalated exceptions

Applies industry best practices within daily work and continues to participate in professional development by reading publications, networking and participating in professional organizations.

This Position Description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job classification.

マニュライフ／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グループです。カナダのトロントにグローバル本社を構え、アジア、カナダ、ヨーロッパの拠点ではマニュライフとして、米国では主にジョン・ハンコックとして事業を展開しています。当社は、個人、グループ、機関向けに金融アドバイス、保険、および資産管理ソリューションを提供しています。2022年末時点で、40,000人以上の職員、116,000以上の代理店、数千の販売パートナーを擁し、3,400万人を超えるお客さまにサービスを提供しています。2022年末の運用・管理資産は1.3兆ドル（1.0兆米ドル）、うち投資資産総額は0.4兆ドル（0.3兆米ドル）、分離基金純資産は0.3兆ドル（0.22兆米ドル）となっています。トロント、ニューヨーク、フィリピンの証券取引所では「MFC」として、香港市場では「945」として株式取引が行われています。

マニュライフは、機会均等雇用者です

マニュライフ／ジョン・ハンコックでは、多様性を大切にしています。当社がサービスを提供するお客さまがそうであるように、多様な人材を採用、育成、維持し、それぞれの文化や個人の強みを活かすことができる、インクルーシブな職場環境の整備に努めています。当社は、公平な人材の採用、保持、昇進、報酬に取り組むとともに、人種、出自、出身地、皮膚の色、民族的出自、国籍、宗教または宗教的信条、信念、性別（妊娠および妊娠中の体調を含む）、性的指向、遺伝的特徴、退役軍人の身分、性別、性別の表現、年齢、配偶者の有無、家族の社会的地位、身体障害、または適用法により保護されているその他の根拠を理由とするいかなる差別も排除し、すべての慣行とプログラムを管理します。

雇用機会均等を実践するために障壁を除去することは、私たちの優先事項です。人事担当者は、採用プロセスにおいて、合理的な宿泊先を必要とする就職希望者のご相談を承ります。  宿泊先依頼プロセスにおけるすべての情報は適用法とマニュライフの方針に従って、保存および利用します。  採用プロセスにおける合理的な宿泊先の依頼については、 [email protected] までご連絡ください。

Working Arrangement

ハイブリッド勤務