As the Director of Travel Operations, you will oversee the day-to-day management of the Travel Program, Travel Management Company relationship and contract and travel vendor contracts, ensuring efficiency and cost-effectiveness across North America and the UK. You will lead a dynamic team, including the Manager of Meetings & Events Operations, Manager of Expense Operations, and a Business Analyst, to optimize our travel, expense and meetings operations.

This role is critical in ensuring our travel operations are efficient, cost-effective, and aligned with company goals, enhancing the overall travel experience for our employees and stakeholders. If you are a strategic thinker with a passion for optimizing travel operations, we encourage you to apply.

Key Responsibilities:

Vendor Management:

• Fully manage the relationship and contract for Travel Management Company.
• Oversee contracts and manage relationships with travel vendors, including airlines, hotels, ground transportation, rail, and re-shopping services.
• Ensure optimal contract performance and service levels to maximize value from preferred vendors.
• Attend strategic vendor meetings to identify issues, perform data analysis, and explore opportunities for savings and efficiency improvements.

Team Leadership:

• Manage, coach, and lead a team responsible for meetings and events operations, expense operations, and data analysis.

Traveler Support:

• Provide ongoing guidance and education to travelers on booking tools, understanding travel policies, and managing expenses effectively.
• Organize and conduct quarterly traveler support sessions to address common questions, share best practices, and provide updates on travel-related topics.
• Maintain active communication through Viva Engage, Support Mailbox and Teams channels, offering regular updates and insights on industry trends and potential issues impacting travelers.
• Serve as a point of contact for travelers seeking assistance or clarification on travel-related matters, ensuring a smooth and informed travel experience.

Process Improvement:

• Collaborate with internal and external stakeholders to identify operational efficiencies and design processes for new programs or components.
• Work with Managers of Meetings & Events and Expense Operations to analyze data and produce management reports for travel and event programs.
• Partner with operations and sourcing groups to represent business partner requirements for evaluating and proposing new vendors or renewing existing contracts.

Financial Oversight:

• Manage the billing process with travel vendors to ensure accuracy and timely payments.
• Ensure all deliverables that are charged have been received and actioned.

Qualifications:

• Minimum 10 years’ experience in corporate travel operations management and vendor contract management.
• Strong leadership skills with experience managing a diverse team.
• Excellent analytical skills with the ability to perform data analysis and produce actionable insights.
• Effective communication and interpersonal skills for engaging with internal stakeholders, business partners and external vendors.
• Ability to manage multiple projects and priorities in a fast-paced environment.

Strong assets:

• Business degree
• Project Management & Data analytics
• Knowledge of meetings & events industry and technology, including Cvent.
• Knowledge of relevant legislative and regulatory requirements relating to management of third party outsourcing in the jurisdictions in which Manulife operates
• Understanding procurement and vendor management principles
• Experience and expertise with supplier contractual terms and conditions to mitigate legal and business risk

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.

Salary range is expected to be between

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.