Assistant Manager Operations

Manulife•Halifax, NS

28d•Hybrid

About The Position

We are seeking an experienced and highly motivated Assistant Manager, Operations to join our Distributor Services Team. Reporting to the Director, Distributor Services, this role is accountable for leading, coaching, and developing a team of Customer Service Professionals who support advisors and distribution partners. The successful candidate will play a key role in driving operational excellence by analyzing business processes, identifying opportunities for improvement, and implementing effective solutions. This position requires strong people leadership, analytical thinking, sound judgment, and the ability to collaborate effectively with internal and external partners to deliver exceptional service and sustainable results.

Requirements

Exceptional verbal and written communication skills, including strong presentation abilities.
Minimum of 2 years’ experience managing a contact center or comparable operational team.
Strong analytical, investigative, and problem-solving skills with demonstrated ability to identify root causes and implement solutions.
High attention to detail, proactive learning mindset, and willingness to seek clarity when needed.
Excellent organizational and priority-management skills in a fast-paced environment.
Advanced influencing, negotiation, and conflict management capabilities.
Proven coaching and mentoring experience.
Intermediate to advanced proficiency in Microsoft Excel.
Demonstrated critical-thinking skills, with the ability to address both immediate issues and underlying systemic problems.

Nice To Haves

Strong working knowledge of Distributor Services workflows, procedures, and supporting systems, including their capabilities and limitations.
Ability to understand the broader business context and apply sound judgment and creative problem-solving.
Demonstrated ability to perform effectively under pressure, manage competing priorities, and adapt to change.
Quick learner with strong collaboration and relationship-building skills.
Proven ability to investigate complex, time-sensitive, and high-impact cases with a focus on clear communication, relationship management, and conflict resolution.
Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Responsibilities

Lead daily work activities by coordinating resources, monitoring progress, communicating priorities, and ensuring achievement of service-level and performance metrics.
Set clear performance expectations and provide regular, structured feedback on service quality, productivity, and outcomes.
Assess team members’ strengths and development needs; create and maintain individualized development plans; provide ongoing coaching to promote accountability and skill development.
Support team members in resolving complex escalations, investigations, and high-impact advisor or business issues.
Identify, analyze, and implement solutions to operational errors, process gaps, and emerging business needs.
Address non-standard or complex issues by establishing sustainable processes and ensuring clear understanding and adoption across the team.
Drive continuous process improvement by identifying barriers, risks, and inefficiencies, and recommending actionable solutions.
Collaborate with cross-functional partners to enhance service delivery, resolve issues, and support operational initiatives.
Analyze trends related to advisor inquiries, errors, and business practices, and contribute to the development of action plans.
Research and resolve complex issues, analyze data, and effectively communicate findings and recommendations to leadership.

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
paid time off program (holidays, vacation, personal, and sick days)
full range of statutory leaves of absence