Manager, Global Shared Services Hub

Manulife; Kuala Lumpur; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading financial services provider is looking for a Manager of Global Shared Services (GSS) based in Kuala Lumpur. This role involves ensuring operational excellence and managing relationships with in-market finance teams. Candidates should have a CPA designation, over 5 years of accounting experience, and a strong focus on efficiency and risk mitigation. The position offers a hybrid work arrangement and a culture of collaboration and continuous improvement.

Benefits

Support for career growth

Flexible work environment

Diversity and inclusion initiatives

Qualifications

• Excellent communication and active listening skills are needed.
• Strong knowledge in ERP systems and financial automation tools is crucial.
• Demonstrated ability to resolve issues and ensure client satisfaction.

Responsibilities

• Ensure requests comply with agreed SLAs as a quality gatekeeper.
• Build professional relationships with business partners.
• Accountable for timely closure of month-end/quarter-end.

Skills

Operational processing background

Efficiency focus

Risk mitigation

Strong communication skills

Team player

Education

CPA or equivalent professional designation

5+ years of experience in accounting and finance

Tools

ERP systems

Financial automation tools

MS Office Suite

PowerBI

Alteryx

Job description

We are reimagining the Finance function; establishing ways of working that will enable our teams to benefit from the investments that we are making in people, processes, technology and setting up a function fit for the future. Under this model, in-market teams will focus on strategic business partnering and decision-making support, while operational activities will scale within our redefined Global Shared Services (GSS).

The Manager of GSS will serve as the liaison between in-market teams and our Finance Shared Service Centres (FSSC). Their role is to support operational excellence and quality, with a strong emphasis on improving Finance customer outcomes.

We’re looking for a candidate who demonstrates a solid operational processing background including a keen focus on efficiency and risk mitigation and who is a strong team player and communicator.

Position Responsibilities

Service Management and Governance

• Act as a quality gatekeeper, ensuring requests are reasonable and operations comply with agreed SLAs.
• Responsible for the escalation and quick resolution of any operational service issues.
• Establish a high level of credibility and build professional relationships with our business partners and our customers.
• Ensure customer-centered outcomes, manage business relationships and act as a partner for our Business Unit service recipients. Enable feedback channels to the business to align expectations and priorities.
• Manage and mitigate operational risk and ensure that issues are escalated in a prompt manner and resolution is effective.
• Accountable for timely and accurate closure of the month end/quarter end.
• Ensure effective delivery of KPI and KRI reporting, business dashboards and other metrics as required.
• Assist in sharing of best practices, fostering collaboration, and innovation across the teams.
• Ensure that the FSSC Governance model and Operating Standards are adhered to.

Quality Assurance

• Ensure accurate and timely accounting and reporting performed by FSSC.

Stakeholder Engagement

• Build strong relationships with the in-market finance teams and FSSC professionals.
• Act as a trusted advisor for operational and accounting matters.
• Provide driver-based analyses on actuals to the stakeholders.
• Assist in-market teams in their plan and forecasting processes.

Talent Development

• Provide support and training for the development of our FSSC teams.
• Foster a culture of collaboration and continuous improvement.

Required Qualifications

• CPA or equivalent professional designation required.
• 5+ years of progressive experience in accounting and finance.
• Good communication and active listening skills, with ability to build and maintain strong relationships across the in-market teams.
• Strong knowledge in ERP systems and financial automation tools.
• Commitment to client service and problem resolution.

Preferred Qualifications

• Excellent analytical and problem-solving skills with demonstrated ability to work with complex financial issues and concepts.
• Ability to anticipate issues and think proactively to resolve issues and risk.
• Highly organized with an ability to work in a fast‑paced, multi‑stakeholder environment and manage multiple priorities.
• Proficient in MS Office suite including Outlook, Excel, Word, Power Point, SharePoint, PowerBI, PowerApps and Alteryx.
• A strong interest in staying updated with the latest technology trends and innovations.
• IFRS 17 knowledge.

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 [e-mail].

Working Arrangement

Hybrid