Operations Supervisor

Manulife/John Hancock; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Manulife/John Hancock in Manila is seeking an Operations Supervisor to guide the Insurance Operations team, monitor performance, and drive short- and long-term goals aligned with business operations expectations.

The role emphasizes directing onshore/offshore associates, daily SLA status updates, audits, and cross-department collaboration. A BA/BS or equivalent education is expected, with a hybrid work arrangement and opportunities to engage in enterprise initiatives.

Qualifications

• Prior supervisory experience or demonstrated exemplary performance as a tenured associate.
• BA/BS or some post-secondary education required.

Responsibilities

• Provide direction to onshore or offshore associates.
• Effectively communicate daily status of Service Levels.
• Liaise with other departments for unit reporting and metrics.
• Provide feedback for corrective actions from audits.
• Maintain inter-department relationships and collaborative efforts.
• Set and enforce clear expectations for quality, productivity, and behavior.
• Conduct regular team meetings to review issues and educate staff.
• Coach associates with sound judgment on escalated issues.
• Provide front-line management presence with constant interaction.
• Identify service issues, trends, and training needs.
• Provide timely feedback to management and units.
• Monitor and manage daily workflow.
• Support disaster recovery testing and recognition programs.
• Support employee engagement activities.
• Assist in risk initiatives to mitigate risk.
• Act as project lead on large administrative projects.
• Other duties as assigned.
• Maintain procedures and knowledge of legal/policy guidelines.
• Manage data and analytics including metrics and ad hoc reporting.

Skills

Supervisory experience

Team leadership

Performance monitoring

Communication

Education

BA/BS or equivalent

Job description

We’re looking for an Operations Supervisor to join our Insurance Operations team at MBPS. In this role, you will promote a professional and service-oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required and determine short- and long-term goals and objectives to meet business operations expectations.

Position Responsibilities

Individual Responsibilities

• Provide direction to onshore or offshore associates
• Effectively communicate the status of our Service Levels daily
• Liaison with other departments for unit reporting and metrics
• Provide feedback for corrective measures in response to internal and external audits
• Maintain and enhance inter-department relationships with collaborative efforts
• Set and enforces clear expectations for job performance on quality and productivity, and associate behavior
• Conduct regular team meetings to review processing issues, educate staff on upcoming initiatives, clarify department performance expectations, and support a team-based approach to the work of the department
• Demonstrate sound judgment when coaching associates through situations or taking over escalated issues.
• Provide front-line management presence through constant interaction with associates.
• Identify service issues, trends, performance concerns, training needs, and system challenges.
• Provide timely feedback to management and affected individuals and units
• Monitor and manage daily workflow
• Support and participates in corporate initiatives such as disaster recovery testing, and awards and recognition programs
• Support all employee engagement activities
• Assist in department risk initiatives to maintain focus on risk mitigation
• Can act as a project lead on large scale administrative projects
• Other duties as assigned

Shared Responsibilities

• Ensure that department functions and procedures are adhered to.
• Initiates and participates in procedural changes as needed.
• Maintain a comprehensive, current knowledge of the legal and policy guidelines of the department
• Ability to manage data and business analytics (including but not limited to metrics and ad hoc reporting)

Required Qualifications

• Prior experience in a supervisory or exemplary performance as a tenured associate
• BA/BS or some post-secondary education

Preferred Qualifications

• Leverage skills, experience, and networks to develop staff to meet aggressive performance and professionalism benchmarks
• Disciplined and able to carry out assigned responsibilities with minimal supervision
• Possess a global perspective on the business and impacts to other business units
• Propensity to understand and mitigate risk. Identify needs for controls
• Collaborates effectively and accountably with stakeholders when making exceptions, including Compliance, other departments and individuals who are potentially impacted.
• Proven writing skills and ability to provide feedback, written and verbal

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.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

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

We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026

Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.