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Job Summary The IT Infrastructure Support is currently looking for a Team Leader that will facilitate the team operations to ensure all deliverables are properly submitted and in accordance with service level agreement with external and internal clients.
Provides direction, instructions and guidance to team members to improve both individual and team performance. Job Description Eligibility Requirements
This IJP is open for both Internal and External Hires.
Candidate must be currently at Level III to qualify
Candidate must meet job expectations and pass all performance metrics in his / her current unit.
Candidate should not have any attendance issues or any disciplinary action for the past 12 months
Effectively partner with the IS Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
Effectively manage daily operations on the team assigned by coordinating efforts with peers onsite and multisite.
Provide input to management with respect to staff performance; identify training gaps and development opportunities. Provide PA feedback on each associate for supervisor to complete semi-annual PA.
Liaise with supporting departments to optimize service delivery; coordinate and relay information; identify potential problem areas and resolve or escalate them.
Review, collect, and summarize Quality Control and Business reports.
Review attendance and performance incentives of the team
Manage and participate in projects and other duties as required.
Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team
Work closely with the training departments to support ongoing training initiatives for the team.
Partner with HRM with regard to HR issues and concerns including disciplinary action cases.
Minimum Skills Requirement to Hire The candidate
Bachelor’s Degree / Master’s Degree in Computer Science, Engineering or related field.
3 or more years of IT Experience
Team-oriented yet able to work independently
Preferably with experience in BPO and Financial Services Industries
Soft skills requirement Communication
Excellent written and verbal communication skills. Ability to converse effectively using the English Language.
Ability to compose a grammatically correct, clear and concise email.
Organization & Planning
Candidate must have good organizational, multi tasking and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
Able to handle routine and non-routine task
Expected to perform as an effective leader (set goals, provide feedback, define accountabilities, etc.) to staff
Excellent escalation handling, coaching, planning, organizing and performance management skills.
Able to build and maintain honest, ethical and fair relationships with direct reports, peers, supervisors and peers
About Manulife Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions.
We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers.
At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years.
With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization.?? It is our priority to remove barriers to provide equal access to employment.
A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation.
Information received regarding the accommodation needs of applicants will be addressed confidentially.