Wealth Middle Office Lead: Operations & Excellence

Manulife; Lapu-Lapu; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife is seeking a Wealth Middle Office Team Lead in Cebu to oversee a team of Operations Specialists, ensuring accurate and timely service for advisors and clients. You will manage day-to-day operations, enforce controls, and drive risk-conscious, customer-focused processes.

You will partner with Sales, Compliance, and Technology to deliver seamless experiences, coach talent, and implement improvements across accounts, transfers, and settlements.

Qualifications

• Minimum 5 years of experience in Wealth Management, Investment Operations, Securities Operations, Financial Services, or a related environment.
• Previous leadership or supervisory experience preferred.
• Experience in mentoring, coaching for 1-2 years is required
• Strong understanding of Canadian Wealth Operations, investment products, and advisor support processes.

Responsibilities

• Lead daily Wealth Middle Office operations to ensure service commitments, quality standards, and productivity goals are consistently achieved.
• Monitor workflow volumes, queue management, and turnaround times to ensure operational efficiency and optimal resource utilization.
• Manage team performance against service level agreements (SLA), quality, productivity, and rework targets.
• Act as the primary operational escalation point for advisors, Contact Centre, Advisory Support Managers, Sales and business partners.
• Review operational trends and identify opportunities to improve customer experience and operational performance.
• Support capacity planning activities and workforce management initiatives to ensure business readiness.
• New account opening and registration support; Account maintenance; Client documentation review; Estate updates; Registered/non-registered account administration.
• ATON transfers and external transfers; Internal transfers; In-kind transfers; Cash movement; Deposit and withdrawal processing.
• Trade correction and exception management; Settlement monitoring; Advisor transaction support; NIGO review and resolution; Escalation and case management.
• Service requests from advisors and distribution partners; Escalated inquiry management; Process guidance and operational expertise; Relationship management with frontline and business partners.
• Promote a strong risk-aware culture; Ensure compliance with procedures; Oversee quality reviews; Identify and resolve incidents; Support CAP and audit remediation; Conduct access reviews and governance activities; Participate in Business Continuity Planning.

Skills

Operational Leadership

Wealth Operations

Coaching & Talent Development

Risk & Control Management

Customer & Advisor Focus

Stakeholder Management

Data Analysis & Reporting

Continuous Improvement

AI & Digital Adoption

Problem Solving & Decision Making

Communication & Influencing Skills

Collaboration & Relationship Building

Job description

Manulife is seeking a Wealth Middle Office Team Lead in Cebu to oversee a team of Operations Specialists, ensuring accurate and timely service for advisors and clients. You will manage day-to-day operations, enforce controls, and drive risk-conscious, customer-focused processes.

You will partner with Sales, Compliance, and Technology to deliver seamless experiences, coach talent, and implement improvements across accounts, transfers, and settlements.