Operations Supervisor

Manulife/John Hancock; Quezon City; Hybrid; PHP 670,000 - 893,000; Full time

Job summary

Manulife/John Hancock is seeking an Operations Supervisor to lead an Insurance Operations team. You will monitor performance, motivate staff, and set short- and long-term goals aligned with business objectives.

The role requires directing onshore or offshore associates, communicating daily status, and coordinating with multiple departments to deliver measured service levels. The position also involves coaching staff through escalated issues, supporting disaster recovery and employee engagement,

Qualifications

• Prior supervisory experience or exemplary performance as a tenured associate.
• BA/BS or some post-secondary education.
• Strong written and verbal communication skills.
• Ability to manage data and business analytics (metrics and ad hoc reporting).

Responsibilities

• Provide direction to onshore or offshore associates and monitor performance.
• Communicate service level status daily and liaise with departments for metrics.
• Set clear expectations for quality, productivity, and conduct regular team meetings.
• Coach associates, handle escalated issues, and provide timely feedback to management.
• Support risk initiatives, disaster recovery testing, and employee engagement activities.
• Act as project lead on large administrative projects.
• Maintain knowledge of policies and ensure procedures are followed.

Skills

Supervisory experience

Leadership

Communication

Data analytics

Education

BA/BS or some post-secondary education

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 associatesEffectively communicate the status of our Service Levels dailyLiaison with other departments for unit reporting and metricsProvide feedback for corrective measures in response to internal and external auditsMaintain and enhance inter-department relationships with collaborative effortsSet and enforces clear expectations for job performance on quality and productivity, and associate behaviorConduct 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 departmentDemonstrate 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 unitsMonitor and manage daily workflowSupport and participates in corporate initiatives such as disaster recovery testing, and awards and recognition programsSupport all employee engagement activitiesAssist in department risk initiatives to maintain focus on risk mitigationCan act as a project lead on large scale administrative projectsOther duties as assignedShared 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 departmentAbility 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 associateBA/BS or some post-secondary educationPreferred Qualifications:Leverage skills, experience, and networks to develop staff to meet aggressive performance and professionalism benchmarksDisciplined and able to carry out assigned responsibilities with minimal supervisionPossess a global perspective on the business and impacts to other business unitsPropensity to understand and mitigate risk. Identify needs for controlsCollaborates 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 verbalWhen 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 HancockManulife 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 EmployerAt 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 ArrangementHybrid