Supporting regional offices across Canada, the United States, and Asia, the Global Real Estate (“GRE”) Operations team is accountable for developing and maintaining global policies and standards, tools and managing global processes and platform reporting, providing operational scale consistency and value for our regional investment teams.

The Director, Business Operations, within the GRE Operations team is responsible for efficiently developing, managing and communicating business unit operational policies and procedures, compliance and risk management programs, contract management and business continuity plans. The role reports to the Managing Director, Global Real Estate Operations, and actively coordinates with all functional groups within our business.

Manulife Investment Management (“MIM”) is the global wealth and asset management segment of Manulife Financial Corporation. MIM's global real estate platform provides investment solutions globally as part of its comprehensive private markets’ capabilities, offering core, core-plus, and value-add strategies.

MIM’s GRE team leverages its global platform and regional market knowledge to identify opportunities and drive results for its clients. As of September 30, 2024, its sustainably operated platform includes 90 million square feet of office, industrial, retail, and multifamily assets located across Canada, the United States, and the Asia Pacific region, with over $25 billion CAD of real estate (500+ properties). The team is expanding its capabilities to meet evolving market opportunities, building a strong and diverse global culture as an entrepreneurial investment manager.

Develop, own and lead implementation of GRE operational policies and procedures.

Act as owner and subject matter expert on leasing policies, procurement policies, playbooks, and templates. Maintain an inventory of business until policies, procedures, and templates. Track timing and refresh dates of the policies, ensuring that policy owners are keeping policies up to date.
Lead third-party manager oversight programs (e.g., annual tenant engagement survey, property management and leasing broker scorecards etc.)
Develop and lead a process related to onboarding and offboarding of investments.
Develop and lead a process related to onboarding of new ventures and funds. This includes development of a fund operational playbook and aligning accountabilities with the various functions within the business unit.
Find opportunities to build efficiencies in operational processes and support change.

Manage business unit compliance and risk management programs.

Responsible for collecting, organizing, and maintaining all business unit managed contracts, including master agreements, service contracts, and vendor agreements ensuring they are all easily accessible.
Overall lead for response to internal audits on behalf of the GRE platform.
Coordinate and oversee the external audit process as necessary.
Responsible for the administration of the AML/ATF program within GRE to ensure compliance with all applicable internal MFC policies and external regional, federal, and state laws, regulations, and industry best practices (AML onboarding screening, monitoring and reporting requirements)
Organize compliance reporting programs such as – anti-money laundering, privacy assessments and fraud risk assessments.
Identify continuous improvement opportunities to enhance the efficiency and effectiveness of the AML/TF program.

Lead coordination of business unit managed contracting process and contract management. This includes working with key stakeholders to identify critical business processes, assess risks, and develop strategies for mitigating disruptions.

Ensure the business managed procurement policy is followed by the GRE team and is adhering to the company’s third-party risk management standard. Train users on the standard and act as subject matter expert.
Own and manage contracting and relationship with certain third-party vendor relationships.
Develop business cases and obtain consensus for new contract types.
Responsible for collecting, organizing, and maintaining all business unit managed contracts, including master agreements, service contracts, and vendor agreements ensuring they are all easily accessible.
Maintains a centralized contract database or inventory system, where all relevant details of procurement contracts are recorded, including contract terms, renewal dates and pricing.
Tracks contract renewal and expiry dates, proactively managing the process to ensure that the contract owners are renewing contracts timely or renegotiating rates as necessary.
Responsible for receiving, reviewing, and processing invoices from vendors and suppliers in a timely and accurate manner. This involves verifying the accuracy of invoices, matching them to purchase orders and contracts, and ensuring that all necessary approvals are obtained before payment.

Business unit owner of the business continuity plan.

This includes working with key collaborators to identify critical business processes, assess risks, and develop strategies for mitigating disruptions.
Ensure that all employees are familiar with the business continuity plan, understand their roles and responsibilities during a crisis, and are prepared to implement the plan effectively.

Knowledge/Skills/Competencies/Education

Bachelor’s Degree in business, finance, accounting, or real estate management preferred.
Minimum 10 years of experience, with minimum 5 year of experience within the investment management industry.
Ability to work independently and prioritize deadlines.
Advanced proficiency with Microsoft Excel. Experience with real estate accounting systems required, experience with Yardi, VTS and Anaplan a plus.
Strong knowledge of real estate investment, asset management, accounting, and administration concepts. Experience working with real estate funds a plus.
Ability to manage working with a range of collaborators to achieve objectives and deadlines. Ability to work as a team player and to develop strong working relationships across various groups and locations.
Excellent influencing and communication skills. Sound analytical and problem-solving skills. Effective customer service and interpersonal skills. Strong organizational, time management and priority setting skills to meet tight deadlines.
Strong analytical skills (both quantitative and qualitative). Strong risk assessment skills. Ability to compile, monitor, examine, and audit various financial, performance, and/or data reports for accuracy, integrity, and conformance to performance benchmarks. Strong organizational and prioritization skills.
Ability to juggle competing priorities and work under pressure to meet demanding response times, all while paying strict attention to detail.

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 recruitment@manulife.com.

Primary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$105,750.00 CAD - $190,350.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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Director, Business Operations, Global Real Estate Operations