We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Hybrid
Job Description
The Opportunity
If you want to be part of a fast-paced, dynamic, and professional team that is passionate about customer service, then this is the opportunity for you!
We are looking for a Contact Centre Manager to join our global Canadian Division Operations team! In this role, you will manage the Canada Retirement Contact Centre, ensuring the delivery of a high standard of customer service and a positive member experience and acting as a respectful, courteous, and professional ambassador with all work-related contacts, upholding all Manulife values in a professional manner.
Responsibilities
- Implements identified strategies, plans, standards, service models and practices that respond to service demands and drive continuous improvement.
- Collaborates with Learning Team and implements effective employee onboarding as well as cross skilling practices and resources that improve the effectiveness and experience of new staff, training, and warranty/nesting period.
- Provides leadership and overall management of staff, including assigning, monitoring, and evaluating work, setting work plans, priorities and expectations, coaching, developing, and motivating direct reports and staff.
- Ensures that own work and the work of all employees is carried out in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies, and procedures relevant to area of work.
- Helps drive the culture of accountability by actively managing and monitoring the performance of the contact center service providers, and ensure compliance with SLAs, quality standards, and customer satisfaction goals.
- Manages the delivery of operational data reporting and analysis for identified groups, including collaborating on data requirements, identifying trends and insights, ensuring project delivery within agreed timelines, quality standards, and budget constraints.
- Develops and maintain productive relationships with internal and external stakeholders, including contact center agents, supervisors, managers, etc.
- Assists the stakeholders in managing the contact center projects, including project plans, timelines, budgets, and deliverables, and identify any project risks, issues, and dependencies.
- Supports the preparation of and manages assigned budgets, monitors expenditures, ensures the timely validation and approval of expenses, and ensures costs are controlled.
How will you create impact?
Our global Canadian Division Operations team is responsible for delivering a consistent end-to-end customer experience across business units and markets. We support the growth of our business through service excellence and a customer-focused approach. We build our competitive advantage by leveraging our global scale, our global capabilities, and our local market focus.
As our Contact Centre Manager, you will be reporting into the Director who leads our Canadian Retirement Contact Centre. Our centers consist of approximately ~200 employees who respond to over 125,000 contacts per month, across multiple locations and strive for a culture where meeting customer needs and engaging our employees intersects.
What motivates you?
- You obsess about customers, listen, engage, and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
- A minimum of 3 years of related contact center operations leadership experience, including experience managing staff, and the work experience in a reputable contact center is needed.
- Completion of a post-secondary education in a related field.
- Ability to communicate in English and French is an asset in order to support clients from various jurisdictions outside of Quebec.
- Knowledge of data analysis and reporting techniques and tools, advanced knowledge of Excel, Power BI, Word, PowerPoint, Outlook, database applications and other standard corporate software.
- Demonstrated experience and working knowledge with Amazon Connect (and Avaya) is an asset.
- Must be knowledgeable with advanced workforce management, scheduling requirements, policies, procedures, and guidelines relevant to area of work, and experienced in mobilizing the teams to meet service demands.
- Ability to implement contact center optimization, to identify any opportunities or pain points impacting the quality and customer service standards, SL, etc. that helps us meet our targets (tNPS, QA, SL, AHT, ASA, Utilization, etc.)
- Demonstrated ability to gather information and relay it clearly, concisely, and accurately.
- Understanding of the values, vision and mission of Manulife and a commitment to support those objectives.
- Experience managing remote staff that are geographically dispersed.
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture: We lead with our Values every day and bring them to life together.
- Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
- Continuous innovation: We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity, and Inclusion : We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
#LI-Hybrid
#M-CA-IN-CM
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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 [email protected] .
The annual base salary for this role is listed below.
CAN, Nova Scotia, Halifax, 2727 Joseph Howe Drive
Salary range is expected to be between
$61,725.00 CAD - $102,875.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.
