The Opportunity
The Business Operations Manager is a strategic and operational leader responsible for overseeing day-to-day business functions, optimizing workflows, and strengthening the firm's operational infrastructure. This role serves as a central partner across internal teams and external vendors, driving issue resolution, ensuring regulatory compliance, and executing key initiatives that support scalable growth and an exceptional client experience.
The Manager provides operational leadership, enhances controls, and guides team members to maintain the highest standards of accuracy, efficiency, and risk management.
Responsibilities
Operational Leadership & Cross-Functional Partnership
Serve as a primary operational leader across internal teams, external partners, and platform vendors, ensuring seamless coordination and timely resolution of issues.
Lead efforts to evaluate, refine, and implement operational best practices that improve efficiency, reduce risk, and enhance service delivery.
Oversee operational readiness for new initiatives, including platform conversions, product launches, and product sunsets.
Client Support, Issue Resolution & Incident Governance
Act as an escalation point for complex client issues, collaborating with Customer Support to investigate account activity, diagnose system defects, and champion platform enhancements with Product and Engineering teams.
Direct the end-to-end incident management process, including issue documentation, root cause analysis, corrective action planning, and preventative control implementation to reduce repeat occurrences.
Portfolio & Investment Operations Oversight
Manage the full lifecycle of model portfolio administration, including Investment Committee policy implementation, model updates, periodic rebalancing, trade oversight, and reconciliation review.
Oversee algorithmic trade workflows, validate execution quality, and monitor performance deviations or anomalies.
Review and approve distribution workflows, liquidation processing, and raise-cash activities to support accurate, timely disbursements.
Fees & Billing Management
Oversee the billing governance framework to ensure accuracy, transparency, and adherence to internal controls.
Lead fee testing procedures, approve billing exceptions, and ensure timely processing and posting of client fees.
Operational Excellence, Reporting & Business Support
Architect and maintain scalable operational workflows, SOPs, and control frameworks that strengthen the business as it grows.
Produce monthly and quarterly operational dashboards, insights, and executive-ready reporting for leadership and key stakeholders.
Support the creation of materials and presentations for quarterly business reviews and cross-team operational meetings.
Audit, Compliance & Access Controls
Own the full annual audit cycle, including preparing documentation, analyzing data variances, responding to auditor inquiries, and coordinating stakeholder involvement.
Perform and oversee weekly OFAC screenings, review alerts, and escalate any identified issues per regulatory requirements.
Coordinate delivery of client regulatory communications (ADV, privacy notices), ensuring accuracy and timely distribution.
Serve as an authorized approver for granting or removing user access across vendor systems, maintaining stringent access-control compliance.
Team Leadership, Coaching & Quality Assurance
Provide leadership, training, and mentorship to operational team members, supporting skill development and elevating team performance.
Conduct quality reviews of operational deliverables to minimize risk and uphold accuracy standards.
Serve as a subject matter expert for systems, workflows, policies, and controls, guiding colleagues through operational inquiries.
Represent the operations function in cross-team discussions, contributing to decision-making, issue resolution, and strategic planning.
Required Qualifications
Bachelor's degree in Business Administration, Finance, Economics, Operations Management or at least 6 years of experience in business or investment operations within wealth management, asset management, or financial services.
Strong knowledge of operational workflows, controls, audits, and regulatory requirements (e.g., SEC, FINRA).
Proven ability to lead cross-functional initiatives, resolve complex issues, and improve processes.
Proficiency with portfolio management systems, trading or reconciliation tools, and advanced Excel/reporting skills.
Excellent communication, organizational, and leadership abilities, with experience mentoring or guiding team members.
FINRA Series 24, 7, 66 or 63 & 65
When you join our team:
We'll empower you to learn and grow the career you want.
We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we'll support you in shaping the future you want to see.
The role being advertised is an existing vacancy.
Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a hr@manulife.com .
Ubicación principal
Boston, Massachusetts
Modalidades de Trabajo
Híbrido
Se prevé que el rango salarial esté entre
$92,475.00 USD - $160,290.00 USD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a hr@manulife.com para conocer el rango salarial correspondiente a tu ubicación.
Manulife/John Hancock ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de ahorro 401(k) o de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de días libres pagos en EE. UU. contempla hasta 11 días festivos, 3 días personales, 150 horas de vacaciones y 40 horas de licencia por enfermedad (o más cuando lo exija la ley) por año, y ofrecemos todos los tipos de licencias contempladas por la ley.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .
Conozca sus derechos (https://www.dol.gov/agencies/ofccp/posters)
Permiso Familiar y Médico
Ley de Protección del Empleado contra el Examen Poligráfico (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf)
Derecho al Trabajo
Verificación Electrónica (E- Verify **)
Transparencia Salarial (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\%20English\formattedESQA508c.pdf)**
Company: John Hancock Life Insurance Company (U.S.A.)
