The Team Lead role oversees daily operational workflows, ensuring all deliverables are executed in alignment with the service levels agreed upon with the Business Unit. The role continuously monitors performance and mentor Associate Support Analysts to build a high-performing and highly engaged team.
Responsibilities
- Collaborate with Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
- Oversee day-to-day operations, ensuring analysts meet deliverables within the defined turnaround time (TAT) and maintain service excellence.
- Serve as the first point of contact for supervisor-escalated issues, identifying root causes and facilitating timely resolution for end-users.
- Provide timely and accurate reporting (daily, monthly, and ad hoc) as required by the Manager or Business Unit contacts.
- Monitor performance and mentor Associate Support Analysts to build a high-performing and highly engaged team.
- Monitor and drive training initiatives, including cross-skilling and upskilling for both new and existing team members.
- Manage analysts’ timesheet approvals and dispute resolution, ensuring timely and accurate submissions.
- Partner with HR to address payroll concerns and support disciplinary actions when necessary.
- Foster a professional and engaged team culture, maintaining strong relationships and promoting active participation among staff.
- Collaborate with the Technical Lead to ensure adherence to processes and procedures, and support IT service audits for compliance and quality.
- Serve as a backup for the Technical Lead and Manager, ensuring continuity of leadership and decision-making when needed.
- Lead and support special projects or duties as assigned, demonstrating agility and commitment to business priorities.
- Collaborate with Transition, Project Managers, and leadership to plan, create, and implement projects that meet defined objectives.
- Identify and implement process improvements, leveraging innovation to streamline workflows and enhance operational efficiency.
- Stay informed on industry best practices, applying relevant insights to elevate service standards and delivery.
- Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units, supporting evolving business needs.
- Promote a collaborative team environment, working closely with peers and senior staff while aligning with company policies and strategic goals.
Minimum Skills Requirement to Hire:
- Bachelor’s degree in computer science, Information Technology or equivalent. Preferably with 3-5 years relevant experience in People Leadership.
- Excellent escalation handling, coaching, planning, organizing and performance management skills.
- Excellent verbal and written communication skills, with attention to clarity and detail
- Certified or have an advanced knowledge of ITIL practices, security and risk management concepts
- Strong familiarity with process review, mapping and improvement practices
- Strong trouble shooting and problem diagnostic skill, and able to handle high complexity system
- Advance understanding with system platforms and interactions, including Mainframe (ACF2)
- Experience with business tools such as SharePoint, MS Excel, MS Access
- Strong knowledge of support tools, including ServiceNow, Citrix/VDI, Lotus Notes, Active Directory, Microsoft 365, Salesforce, eTreasury, etc.
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 hr@manulife.com.
Hybrid