Role Overview:

This role will be responsible in handling complex cases administering an end-to-end process for one or more Investment product line.
This includes making necessary trade corrections or adjustments to the client's account; investigating and closing of escalated cases; generating and completing control reports to monitor day-to-day transactions and reconciling discrepancies as necessary. For this role, you will act as an OIC, Subject Matter Expert and process training resource. Perform projects and ad hoc tasks as assigned.

Position Responsibilities:

• Ensure timely and accurate settlement of all Private Placement transactions while collaborating with Custodians, internal Private Debt/Equity Groups and external clients to monitor and minimize any interruption of service
• Process cash and security transfers in a timely manner per contractual agreements with the borrower / transfer agent. Perform best practices to safeguard the organization to any potential liabilities when such debt & equity transactions take place.
• Correctly allocate investment income to the proper portfolio / borrower account. Track payment schedules and ensure money is received per schedule. Such redemptions may include but not limited to (casualty payments, commitment fees, gain / loss adjustments, capitalization activity)
• Operate within established procedures and practices validating clear and concise documentation is generated and maintained as such practices and workflows evolve over time.

Transaction Processing:

Accurately handle moderate to complex cases and trade reversal/adjustment utilizing multiple administrative systems within the defined service standard, including but not limited to:

• Regular transaction processing surrounding various requests within New Business and Inforce
• Identify Not-In-Good-Order and make necessary actions
• Manage and respond to inquiries from various internal and external stakeholders
• Research and handling of ad hoc tasks
• Identify the need for exception and escalate to appropriate resource for approval
• Keep current with Investment policies, procedures and maintain processing knowledge
• Provide support to the team as required, to participate in a regular program of industry specific training and interdepartmental cross training to ensure continuity of service

Escalation Management:

• Ownership of escalated cases and be able to work effectively with business partners and leaders to resolve issues
• Identify gaps or errors in the knowledge databases and provide corrections to documentation, procedures etc.
• Assist the production leader in prioritizing work queues and managing workload
• Assist in process audit walk-throughs and completion of Risk & Control Self-Assessment (RCSA)

Training

• Able to assist associates, analyst in terms of process clarification, queries and primary analysis on escalation

Required Qualifications:

• Bachelor's degree in Business Administration, Finance, Economics or any related course
• At least 4-6 year/s relevant professional experience preferably in Investment/Wealth, Securities or similar industry
• Amenable to work on a night shift work schedule and hybrid work arrangement (3x work onsite)
• Proficient in MS Office Suite, Outlook and Teams
• Strong communications skills (verbal and written) in English
• Strong Attention to Detail
• Excellent analytical, research and problem solving skills
• Solid interpersonal skills to interact with, establish relationships with the Business Units.

Preferred Qualifications:

• BPO/Shared Service experience would be an asset due to our collaboration with multi-national teams
• Makes decisions in the absence of rules and /or in complex situations
• Strong organizational and time management skills with the ability to be flexible to changing environments
• Ability to work independently and willing to collaborate with other team members

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.