Wealth Operations Lead: Customer-Centric & Process Optimizer

Manulife Financial; Talima; Hybrid; PHP 4,078,000 - 5,890,000; Full time

Job summary

Manulife Financial invites applications for the Wealth Middle Office Team Lead. You will lead a team delivering operational services supporting advisors, clients, and distribution partners, driving accountability, excellence, and customer-centric outcomes.

You will partner with stakeholders, manage escalations, and foster employee engagement while ensuring regulatory compliance and enterprise risk standards across wealth operations.

Qualifications

• Minimum 5 years of experience in Wealth Management or related environment.
• Previous leadership or supervisory experience preferred.
• Experience mentoring/coaching for 1-2 years is required.
• Strong understanding of Canadian Wealth Operations, investment products, and advisor support processes.
• Experience in shared services and global operating models is an asset.

Responsibilities

• Lead daily Wealth Middle Office operations to meet service commitments and productivity goals.
• Monitor workflow volumes, queue management, and turnaround times for efficiency.
• Manage team performance against SLA, quality, productivity and rework targets.
• Act as primary escalation point for advisors, Contact Centre, and partners.
• Review trends to improve customer experience and operational performance.
• Support capacity planning and workforce management for business readiness.
• Provide oversight across account administration, asset movement, and trade support.
• Coach and develop team members, conduct regular performance touchpoints.
• Ensure compliance with regulatory requirements and risk standards.

Skills

Operational Leadership

Wealth Operations Expertise

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 Financial invites applications for the Wealth Middle Office Team Lead. You will lead a team delivering operational services supporting advisors, clients, and distribution partners, driving accountability, excellence, and customer-centric outcomes.

You will partner with stakeholders, manage escalations, and foster employee engagement while ensuring regulatory compliance and enterprise risk standards across wealth operations.