Problem Manager Jobs in Kitchener, ON (NOW HIRING)

The Global Fund Solutions Manager is responsible for leading transformation and business process optimization initiatives across our fund administration and operation teams. This role focuses on evaluating current-state processes, identifying improvement opportunities, and delivering scalable solutions through process redesign, technology enablement, and organizational alignment.

The position requires a strong combination of operational expertise, analytical problem-solving, and experience with automation and emerging AI capabilities.

Position Responsibilities:

Business Transformation & Process Optimization (Primary)

• Partner with stakeholders to understand business priorities, challenges, and operational pain points
• Analyze end-to-end workflows to identify opportunities for process improvement, automation, and organizational optimization
• Lead structured problem-solving, including root cause analysis and solution design
• Develop business cases, project charters, and implementation plans to support transformation initiatives
• Drive standardization, simplification, and scalability across fund operations
• Develop and document current and future state processes (process maps, SIPOC, RACI)

Technology & AI Enablement

• Identify opportunities to leverage automation and workflow tools to improve efficiency
• Lead evaluation and adoption of AI-enabled solutions (e.g., copilots, intelligent automation, agent-based solutions)
• Partner with technology and development teams to deliver scalable solutions

Project Delivery & Change Management

• Lead or support multiple initiatives from planning through execution
• Manage timelines, risks, and dependencies
• Drive stakeholder alignment and support adoption of new processes and tools

Stakeholder Management

• Build strong cross-functional relationships across operations, technology, and leadership
• Communicate clearly with senior stakeholders on objectives, progress, risks, and outcomes
• Influence decision-making through data-driven insights and recommendations

Required Qualifications:

• 7+ years of experience in asset management or financial services, including fund operations, consulting, compliance, or audit
• Experience in process improvement, transformation, or operational excellence initiatives
• Strong understanding of fund administration and operational workflows
• Experience with process improvement methodologies (e.g., Lean, Six Sigma)
• Working knowledge of automation tools (e.g., Alteryx, Microsoft Power Platform), with ability to identify use cases and partner with technical teams
• Strong familiarity and practical experience applying AI in an operational or business context
• Strong analytical, problem-solving, and business analysis skills
• Demonstrated project management and delivery experience
• Strong communication and stakeholder management skills
• Ability to influence without direct authority
• Results-oriented mindset focused on efficiency, risk reduction, and value creation
• Ability to manage multiple priorities in a fast-paced environment

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.

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.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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.

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