The Operations Specialist - Corporate Actions focus role is responsible for the successful fulfillment of all
Voluntary/Mandatory Corporate Event processing activity for the Dealer. In addition to traditional
corporate action event related responsibilities the Operations Specialist will be called upon to be
responsible for various departmental ad hoc functions and will be required to participate in and embrace
ongoing departmental cross training in order to support multiple operational functions as the need arises.
Job Summary:
Primary responsibility is the processing of all Voluntary/Mandatory corporate event activity including but
not limited to;
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Set up of events
Review and validation of tender instructions
Tax impact assessment
Instruction tender
Event pay out and related control account reconciliation
Respond to all desk related queries.
Key Accountabilities:
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Research and administration of all routine and the most complex financial and non-financial
transactions on all applicable systems for Manulife Securities clients and/or advisors while
providing quality service
Handles escalated requests on daily processing transactions.
Provide professional customer service to Advisors and clients.
Create and maintain internal Operating procedures and Advisor facing Wealth Guide articles.
Assist in the development of desk related policies.
Is considered a key knowledge resource for all staff/Advisors and represents the department as a
Subject Matter Expert in related project work.
Liaise with internal and external partners.
Continually look for opportunities to improve process efficiency.
Maintains accurate records of transactions
Identifies and solves the most complex problems based on a solid understanding of the
customer’s needs, using investigation and established guidelines.
Prioritizes individual work to accommodate volume fluctuation and unplanned work.
Understands the implications of action or inaction and makes appropriate decisions on complex
issues.
Partner with Advisor Services to resolve escalated issues.
Makes recommendations for exceptions and resolves complex issues.
Trains others as required.
Communicate with internal and external partners to ensure requests and transactions are
processed in a timely manner.
Lead projects throughout year as assigned.
Positively enforces accuracy, minimizes risk associated to privacy issues.
Position specific responsibilities include:
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Ensure Risk inherent in voluntary corporate actions processing is understood, identified, and the
maintenance of effective procedures & management controls is followed.
Retrieve Corporate Action information from a variety of sources for distribution to internal clients.
Ensure information received relating to voluntary corporate actions accurately interpreted and
communicated.
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Reconciliation of all related control accounts.
Audit related support.
Providing and maintaining SME knowledge of all related industry and depository developments.
Qualifications:
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A minimum of 5 years of related operational experience with demonstrated ability to perform at a
very high level in a complex processing environment while always delivering exceptional client
service.
Expert level knowledge of Securities Dealer Corporate Action processing (including tax impact
assessment) and applicable dealer systems.
Well rounded general entitlements knowledge.
Completion of CSC preferred.
Achievement Orientation:
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A concern for working well or for surpassing a standard of excellence.
Attentive to details with emphasis on accuracy and quality.
Analytical Thinking & Business Acumen:
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Excellent analytical skills used to research and resolve complex issues.
Able to research, analyze and problem solve most complex issues
The ability to understand the business implications of decisions and the ability to strive to improve
organizational performance.
An expert knowledge of regulatory and legislative requirements impacting area of responsibility.
Change Leadership:
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Ability to translate a business problem into a procedural solution by displaying proactive initiative
to problem solve, determine trends and initiate change.
Excellent communicator with the ability to influence and recommend change.
Concern for Order:
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Reflects an underlying drive to reduce uncertainty in the surrounding environment.
Excellent organizational skills.
Ability to multi-task, works well under pressure.
Customer Service Orientation:
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Consistently demonstrates ability to communicate clearly and effectively both verbally and in
writing on all routine and most complex issues.
High level of phone confidence and professionalism while interacting with internal and external
customers.
Demonstrates good conflict resolution skills.
Developing Others:
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Demonstrated/developing coaching and mentoring skills.
Information Seeking, Initiative, and Organizational Commitment:
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Driven by an underlying curiosity and desire to know more about things, people, or issues.
The ability to identify a problem, obstacle, or opportunity and taking action in light of this
identification to address current or future problems or opportunities.
The ability and willingness to align one’s own behaviour with the needs, priorities, and goals of
the organization.
Teamwork and Cooperation:
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Working effectively and cooperatively in a team environment with minimal supervision.
Consistently projects a positive attitude and demonstrates effective coping skills through change
and high volumes.
Positively impacts team and inter-departmental relationships.
About Manulife
Manulife Financial Corporation is a leading international financial services group providing forwardthinking solutions to help people with their big financial decisions. We operate as John Hancock in the
United States, and Manulife elsewhere. We provide financial advice, insurance and wealth and asset
management solutions for individuals, groups and institutions. At the end of 2014, we had 28,000
employees, 58,000 agents, and thousands of distribution partners, serving 20 million customers. At the
end of September 2015, we had $888 billion (US$663 billion) in assets under management and
administration, and in the previous 12 months we made more than $23 billion in benefits, interest and
other 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. Follow Manulife
on Twitter @ManulifeNews or visit www.manulife.com or www.johnhancock.com.
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.