Senior IT People Leader

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

The Opportunity

This is a Manager role within the End User Support team, which is part of the Enterprise Technology Services department.

You will work with multi-functional teams to ensure escalated Requests and Incidents are understood, then resolved effectively.

What motivates you?

• You obsess over customer satisfaction and can listen, engage, and act for their benefit.
• You think big, using your curiosity and agile mentality to discover ways of improving business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity, and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

On the job, you will :

• Lead a team of support specialists. Ensuring effective triage and resolution of brought up End User Request and Incident tickets in a timely manner.
• Working closely with multi-functional teams to resolve raised tickets in a timely and professional manner, ensuring a positive client experience and expedited resolution.
• Identify trends and work with resolver teams to implement solutions to address these trends.
• Ensures team provides documentation on tickets resolution as vital for reusability and knowledge sharing.
• Monitors and reports team performance to ensure service targets and goals are met.
• Mentors team and provides technical support, coaching, and training.
• Maintain a high level of customer satisfaction.

We are looking for someone with :

• At least 7+ years practical experience and understanding in running / supporting technology teams.
• Solid understanding of infrastructure technologies.
• Experience implementing solutions that cross both infrastructure and business teams.
• Good background on ServiceNow ticketing system.
• Good verbal and written communication, able to articulate technical vision, possibilities, and outcomes.
• Customer obsessed, strong customer experience focus.
• Active problem solver with excellent collaboration skills.
• Leads and shares experience and knowledge.
• Brings past experience to problems and learns from both success and failures.
• Can anticipate and predict future problems on past delivery experience.
• Understands the needs and urgency of the business.
• Aligns to enterprise-wide standards and guidelines.
• Trusted advisor to local teams.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

Values-first culture

We lead with our Values every day and bring them to life together.

Boundless opportunity

We create opportunities to learn and grow at every stage of your career.

Continuous innovation

We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion

We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

We build a business that benefits all partners and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.

4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

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 redacted .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

CAN, Ontario, Toronto, 250 Bloor Street East

Salary range is expected to be between

$92,190.00 CAD - $171,210.00 CAD

If you are applying for this role outside of the primary location, please contact redacted for the salary range for your location.

The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education / training.

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption / surrogacy and wellness benefits, and employee / family assistance plans.

We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.

Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.

If you are applying for this role in the U.S., please contact redacted for more information about U.S.-specific paid time off provisions.