Bank Operations Supervisor

We’re looking for a Bank Operations Supervisor to join our Insurance Operations team at MBPS. In this role, you are responsible for the prioritization of work and daily supervision of staff under Manulife Bank Retail New Accounts and Non-financial. Plan, organize, and direct daily activities of personnel. Oversight of daily work volumes. Manage, coach, and develop a team to ensure quality and efficiency of the service function. Support project initiatives at the team level. Review department procedures at the team level for accuracy and effectiveness.

Position Responsibilities

• Lead and guide onshore/offshore associates by setting clear expectations for quality, productivity, and professional behavior; provide coaching, resolve escalations, and maintain a strong frontline leadership presence.
• Oversee daily workflow, monitor team performance, and communicate service level status and operational updates to stakeholders.
• Partner with cross-functional teams to coordinate reporting, metrics, and unit deliverables, while fostering strong inter-department relationships.
• Support audits, risk mitigation efforts, and procedural improvements by identifying issues, recommending corrective actions, and ensuring adherence to department policies and guidelines.
• Conduct regular team meetings to address processing issues, share updates on initiatives, reinforce performance standards, and promote a collaborative team environment.
• Lead or support administrative projects, employee engagement activities, and corporate initiatives (e.g., disaster recovery testing), while managing data and analytics for metrics and ad hoc reporting.
  
  

Required Qualifications

• Proven leadership capability (team lead, acting lead/ OIC, or equivalent experience).
• Clear, effective communication skills.
• Consistent performance and reliability.
• Strong decision‑making and problem‑solving skills.
• High integrity and professionalism.
  
  

Preferred Qualifications

• Reliable, accountable, and consistent
• Adaptable, calm under pressure, and solution-oriented
• Team‑focused with strong collaboration and communication
• High emotional intelligence and good judgment
  
  

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.
  
  

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 recruitment@manulife.com.

Working Arrangement

Hybrid

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