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Director, US Retirement Technology Application Support - Boston, United States - Manulife Insurance Malaysia
Description
Director, US Retirement Technology Application Support page is loadedDirector, US Retirement Technology Application Support
Apply
locations
CAN, Ontario, Toronto, 200 Bloor Street East
USA, Massachusetts, Boston, 197 Clarendon Street
time type
Full time
posted on
Posted 2 Days Ago
job requisition id
JR
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.
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
Join our dynamic team as the Director of Application Support for US Retirement.
In this role, you will oversee the seamless operation of all applications supporting US retirement services, ensuring high availability, reliability, and performance.
Day-to-day tasks include leading a team of application support specialists, solve technical issues, implementing system enhancements, and collaborating with multi-functional teams to optimize processes and workflows.
Your expertise will be instrumental in maintaining our competitive edge in the retirement services industry.Responsibilities
Lead and mentor a team of application support specialists to ensure efficient resolution of technical issues.
Monitor application performance and proactively identify areas for improvement to enhance user experience.
Collaborate with software development teams to implement system upgrades and enhancements.
Develop and maintain standard operating procedures for application support processes.
Serve as a point of escalation for complex technical issues, proactively communicate with collaborators, and provide timely resolution
Coordinate with collaborators to prioritize support activities based on business needs and impact.
Conduct regular audits of application configurations and security protocols to ensure compliance with industry standards.
Continuously assess and improve support processes to streamline operations and improve efficiency.
Advance ITIL (Information Technology Information Library) practices, which includes Service Operations (incident management, problem management), Service Design (Service levels, Availability, Capacity, Continuity) and Service Transition (Change Mgmt., Release mgmt.)
Produce management reporting on KPIs, Service levels and other key metrics critical to maintain system health and availability.
How will you create impact?
As the Director of Application Support, you will play a pivotal role in ensuring the smooth functioning of critical applications supporting our US Retirement services.
By leading a dedicated team and implementing standard methodologies, you will contribute to the overall success of our retirement offerings, driving customer satisfaction and retention.
Your strategic approach to application support will optimize workflows, reduce downtime, and ultimately enhance the competitiveness of our services in the market.
What motivates you?You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable 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.
What we are looking for
Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree preferred.
10 + years of experience in application support, with at least 3 years in a leadership role.
Proven track record of managing complex application environments and leading impactful teams.
Solid understanding of retirement industry regulations and compliance requirements.
Expertise in solve and resolving technical issues in a fast-paced environment.
Superb communication and interpersonal skills, with the ability to collaborate effectively across departments.
Experience with ITIL or other IT service management frameworks preferred.
Certifications such as ITIL, PMP, or SAFe are a plus.
Ability to thrive in a dynamic, customer-focused organization with a commitment to excellence.
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 collaborators 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 EmployerAt 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.
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
.
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
CAN, Ontario, Toronto, 200 Bloor Street East
Salary range is expected to be between
$107,730.00 CAD - $200,070.00 CAD
If you are applying for this role outside of the primary location, please contact
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 contactfor more information about U.S.-specific paid time off provisions.
About Us
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.
To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.
We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.
We're proud ofour
accomplishments and recognitions
Recent awards include:
Best Place to Work in Asia-Pacific 2022
Best Place to Work for LGBTQ Equality 2022
To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the 'Job Alerts' section located in the top right corner of the page.
From there, you can sign up to receive job alerts.Discover how you can grow your career, make impact and drive real change with our Winning Team today at
.
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