Study Manager leading budgets, schedules, teams and feasibility studies for Wood’s global mining and metals consulting business. Overseeing safe, timely delivery for major mining clients.
About the role
- Manager leading Manulife’s Specialized Lending post-funding service model. Driving advisor experience, workflow transformation, AI adoption, governance, and team performance.
Responsibilities
- Define and execute Specialized Lending’s post-funding service model
- Lead portfolio servicing and surveillance, advisor and customer experience, governance, workflow optimization, AI-enabled transformation, and continuous improvement
- Establish service standards and improve productivity, controls, scalability, and automation
- Provide leadership and oversight for portfolio surveillance, maintenance, fee and account administration, money movement, and advisor and customer servicing
- Own end-to-end advisor-centred workflow design, service capacity, workforce effectiveness, service levels, governance, and continuous improvement
- Own the Advisor Experience transformation roadmap through AI adoption, automation, workflow digitization, technology enablement, analytics, and reporting transformation
- Lead process and service-model redesign, cross-functional workflow integration, capacity strategy, change management, and transformation program execution
- Oversee service delivery, capacity, workload distribution, prioritization, issue resolution, portfolio stewardship, and customer outcomes
- Provide coaching, direction, and service leadership to build a high-performing, advisor-focused, future-ready team
- Maintain service standards, process documentation, controls, governance routines, decision authorities, escalation paths, and control expectations
- Identify control gaps, service inconsistencies, and risk themes and lead remediation or improvement activities
- Define reporting, performance indicators, dashboards, and management insights
- Monitor service levels, capacity, quality, productivity, volumes, trends, and emerging service or control risks
- Provide actionable reporting to senior management on Advisor Experience performance, transformation progress, and capacity
- Drive succession planning, talent development, accountability, capability building, technology adoption, and innovation
Requirements
- Proven people leadership experience, including coaching, performance management, talent development, and leading teams through change
- Strong lending and post-funding servicing experience
- Knowledge of portfolio administration, risk controls, and advisor and customer service delivery
- Demonstrated success leading end-to-end process improvement and service transformation initiatives
- Ability to simplify workflows, strengthen controls, and deliver measurable business outcomes
- Proficiency with Power BI and Power Apps
- Ability to translate business needs into actionable reporting, workflow solutions, and performance insights
- Bilingualism (English and French) is an asset
- If located in Québec, proficiency in English and French is required to support clients from various provinces outside Québec
Benefits
- Learning and career growth support
- Flexible work environment
- Well-being and inclusion support
- Health, dental, mental health, and vision benefits
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
- Hybrid working arrangement
- Reasonable accommodation during the application process
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