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Reporting directly to the Domain Lead of Finance Support, the ESSC AO Manager is primarily accountable for leading the ESSC Accounting Operations teams in ensuring the integrity of the company’s expenses through timely and accurate service delivery.

Responsibilities include the following:

Operational Support

• Manage the ESSC AO teams’ operations (expense allocation, posting journal entries, expense reporting, inquiry management, mailbox management, project reporting and account reconciliation reports) and promote team efficiency and process effectiveness.

• Ensure that all Service Level Agreements and compliance standards are met at all times

• Timely and effective delivery of KPI and KRI reports, business dashboards and other metrics as required by MBPS management as well as the Business Unit.

• Allocate and delegate tasks to team leaders/members and manage the task monitoring system used for regular business review / governance reporting.

• Ensure the delivery of excellent customer service by proactively promoting client centricity.

• Act as the project sponsor who will monitor the planning, implementation and tracking of any short-term or streamlining/automation projects.

• Support AdHoc analysis to identify root cause of production problems and develop timely solutions.

• Effectively communicate significant production updates and challenges to management as well as to the Business Unit in a timely manner.

• Manage and mitigate operational risks and ensure that issues are escalated timely and resolution is effective. Validate the accuracy of operational risk heat maps and other risk assessments.

• Accountable for the timely and effective closure of audit points, if any.

Leadership / Management

• Drive the team in achieving its organizational goals and objectives.

• Consult with MBPS management and partner with BU on business planning, direction, and identification of opportunities for team growth and development.

• Perform the People Manager role for the performance management, professional growth and development of staff which includes feedback sessions, productivity tracking, coaching, one-to-one meetings and regular employee reviews.

• Perform managerial duties such as hiring, attendance/incentives management and overall coordination with the support departments such as HR, Finance and IT.

• Support and deliver on key transformation strategies of the group, as a priority.

• Establish a high level of credibility and build professional relationships with our customers.

• To ensure customer-centered outcomes, manage business relationships and act as a business partner for our Business Unit service recipients. Enable feedback channels to the business in order to align expectations and priorities.

• In partnership with our customers, define and periodically refresh service level standards across the teams within the domain and manage the achievement of KPIs as defined within the Service Level Agreements and Schedule of Services.

• Drive the sharing of best practices, fostering collaboration and innovation across the teams within the domain.

• Execute on strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service.

Special Projects

Special projects will arise from time to time that will require strong financial knowledge, strong analytical and organizational skills with an innovative mindset. The ESSC AO Manager will be responsible for Ad-Hoc projects as required by senior management pertaining to the introduction of new services, products, and processes.

Qualifications

• University degree in Accounting, Finance, or Business-related courses.

• CPA designation is required (MBA is an advantage).

• Other certifications (PMP, CIA, CFA) is an advantage.

• Minimum 8+ years of relevant experience in Accounting and/or Financial Planning Operations.

• Excellent analytical and technical skills.

• Strong people management experience (5+ years) to lead, manage and develop professional staff.

• Experience in working in a broad Matrix organization listening and using influence to make an impact.

• Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.

• Experience in working across multiple geographies and time zones.

• Strong interpersonal skills and ability to work effectively across cultures, geographies and senior leadership.

• Excellent English written and verbal communication skills.

• Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes.

• Ability to anticipate issues and think proactively to resolve issues and risk.

• Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the organization.

• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities.

• Familiarity with project management approaches, tools and phases of the project lifecycle

• Presents complex ideas clearly, with an ability to manage the complexities of executing significant change and influence individuals across business boundaries to achieve objectives.

• Understanding of general finance systems or applications available in the market.

• Intermediate to Advanced knowledge of Excel (i.e. mastery of excel formulas and pivot tables is a must; VBA is a plus). Proficient in MS Office suite including Outlook, Word, PowerPoint.

• Knowledge in PowerSuite (PowerBI, PowerApps, Power Automate), Alteryx, Anaplan or Workiva is optional.

• Must be willing to work for a night shift schedule with NDHP, if necessary.

• Overtime may be required to meet business deadlines.

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 .

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 .

Working Arrangement

Hybrid