Business Operations Manager

The Opportunity

The Business Operations Manager is a strategic and operational leader responsible for overseeing day‑to‑day business functions, optimizing workflows, and strengthening the firm’s operational infrastructure. This role serves as a central partner across internal teams and external vendors, driving issue resolution, ensuring regulatory compliance, and executing key initiatives that support scalable growth and an exceptional client experience.

The Manager provides operational leadership, enhances controls, and guides team members to maintain the highest standards of accuracy, efficiency, and risk management.
 

Responsibilities

Operational Leadership & Cross‑Functional Partnership

• Serve as a primary operational leader across internal teams, external partners, and platform vendors, ensuring seamless coordination and timely resolution of issues.
• Lead efforts to evaluate, refine, and implement operational best practices that improve efficiency, reduce risk, and enhance service delivery.
• Oversee operational readiness for new initiatives, including platform conversions, product launches, and product sunsets.

Client Support, Issue Resolution & Incident Governance

• Act as an escalation point for complex client issues, collaborating with Customer Support to investigate account activity, diagnose system defects, and champion platform enhancements with Product and Engineering teams.
• Direct the end‑to‑end incident management process, including issue documentation, root cause analysis, corrective action planning, and preventative control implementation to reduce repeat occurrences.

Portfolio & Investment Operations Oversight

• Manage the full lifecycle of model portfolio administration, including Investment Committee policy implementation, model updates, periodic rebalancing, trade oversight, and reconciliation review.
• Oversee algorithmic trade workflows, validate execution quality, and monitor performance deviations or anomalies.
• Review and approve distribution workflows, liquidation processing, and raise‑cash activities to support accurate, timely disbursements.

Fees & Billing Management

• Oversee the billing governance framework to ensure accuracy, transparency, and adherence to internal controls.
• Lead fee testing procedures, approve billing exceptions, and ensure timely processing and posting of client fees.

Operational Excellence, Reporting & Business Support

• Architect and maintain scalable operational workflows, SOPs, and control frameworks that strengthen the business as it grows.
• Produce monthly and quarterly operational dashboards, insights, and executive‑ready reporting for leadership and key stakeholders.
• Support the creation of materials and presentations for quarterly business reviews and cross‑team operational meetings.

Audit, Compliance & Access Controls

• Own the full annual audit cycle, including preparing documentation, analyzing data variances, responding to auditor inquiries, and coordinating stakeholder involvement.
• Perform and oversee weekly OFAC screenings, review alerts, and escalate any identified issues per regulatory requirements.
• Coordinate delivery of client regulatory communications (ADV, privacy notices), ensuring accuracy and timely distribution.
• Serve as an authorized approver for granting or removing user access across vendor systems, maintaining stringent access‑control compliance.

Team Leadership, Coaching & Quality Assurance

• Provide leadership, training, and mentorship to operational team members, supporting skill development and elevating team performance.
• Conduct quality reviews of operational deliverables to minimize risk and uphold accuracy standards.
• Serve as a subject matter expert for systems, workflows, policies, and controls, guiding colleagues through operational inquiries.
• Represent the operations function in cross‑team discussions, contributing to decision‑making, issue resolution, and strategic planning.

Required Qualifications

• Bachelor’s degree in Business Administration, Finance, Economics, Operations Management or at least 6 years of experience in business or investment operations within wealth management, asset management, or financial services.
• Strong knowledge of operational workflows, controls, audits, and regulatory requirements (e.g., SEC, FINRA).
• Proven ability to lead cross‑functional initiatives, resolve complex issues, and improve processes.
• Proficiency with portfolio management systems, trading or reconciliation tools, and advanced Excel/reporting skills.
• Excellent communication, organizational, and leadership abilities, with experience mentoring or guiding team members.
• FINRA Series 24, 7, 66 or 63 & 65

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.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Boston, MassachusettsHybrid

Salary range is expected to be between

$92,475.00 USD - $160,290.00 USD

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 hr@manulife.com for the salary range for your location.

Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify

Company: John Hancock Life Insurance Company (U.S.A.)