AVP, Strategy and Change Management

Job Description

Reporting to the Global Head of Contact Center, this role leads organizational strategy and change management for Global Contact centers including strategic planning, employee and partner engagement;

transformational communications; to further the objectives of implementing the vision, mission, and strategic objectives of Global Contact Center.

The role will assist the Global Head in defining the contact center strategy, optimizing cross-team engagement; creating compelling employee and customer experiences and outcomes;

helping deliver strategic objectives as a transformation agent and tell our story. The role will remain the best-in-class authority and trusted advisor on current industry trends related to the contact center function and change management to further Global objectives.

This role will also liaison with Contact Center Segment leads and COO teams to ensure alignment, consistency, optimization, and marketing of strategies defined.

Key accountabilities include :

Organizational Strategy and Transformation

Drives the strategic planning cycle for the global contact center, aligned with the corporate planning cycle.

Brings an external lens to develop strategies that advance the contact center priorities across three primary objectives : serve customers, empower employees, and add new value for the business.

Runs the annual contact center budget planning cycle, partnering closely with finance, the contact center segment leads and workforce management.

Collaborates with cross-functional teams to ensure alignment and integration of the contact center strategy with broader organizational initiatives.

Identifies and assesses potential risks and opportunities in the contact center environment and develops mitigation strategies to address them.

Leads the development and implementation of change management strategies to support the adoption of new processes, technologies, and ways of working within the contact center.

Change Enablement

Establishes the communications framework for how activities throughout the organization tie into the modernization occurring within the contact center space.

Partners with communications leads and uses multiple mediums to drive integration, adoption and engagement of key messages.

Works with finance partners to craft and drive the narrative of annual operating and investment budgets consistent with short and long-term financial goals.

Ensures effective communications occurs vertically and horizontally on forecasts, monitoring, and adjustments to financial, operational and transformation targets being met.

Develops and drives change management plans that encompass communication, training, and partner engagement to drive consensus and minimize resistance to change.

Monitors and evaluates the impact of change initiatives on contact center operations and adjusts as needed to ensure successful outcomes.

Identifies and assesses potential risks and opportunities in the contact center environment and develops mitigation strategies to address them.

Job Requirements :

Ability to define operational strategies that align to global business objectives and are informed by multiple internal and external sources.

Measures and reports on the effectiveness of change management activities, and adjusts strategies as needed to ensure successful adoption of changes.

Establishes feedback mechanisms to collect insights from employees and partners on the impact of change initiatives and uses this information to continuously improve change management processes.

Facilitates workshops and forums to gather input and feedback from contact center employees on proposed changes and transformation initiatives.

Shown ability to build and lead a forward-thinking operational team that promotes innovation while optimizing costs, driving new value strategies and enhancing efficiency.

Confirmed critical thinking and strategic planning at a high-level and operational level, translating strategic plans into specific objectives, and to influence the creation and execution of plans to achieve those objectives.

Drive timely and transparent communication to keep senior management informed on opportunities and risks.

Customer-centric approach capable of envisioning long-term solutions that go beyond immediate project goals and existing constraints to deliver efficient, beneficial outcomes.

Success at cross-functional project & service delivery, collaborating with multiple teams, partners, and business functions.

Shown success working in large, global, matrixed environment to get results.

Exceptional communications skills written and verbal, with the ability to engage successfully at all levels of the organization, from COO, VP, AVPs to front-line employees, and across diverse partner groups.

Ability to thrive under pressure balancing business segment needs and interests with our internal contact center initiatives.

Confident presentation and facilitation skills coupled with strong interpersonal and leadership abilities to facilitate working with senior management at all levels.

Strong analytical skills and ability to deliver actionable recommendations based on comprehensive analysis.

Proficient in translating analyses into easily understandable recommendations using mediums such as dashboards, graphics, summaries.

Strategic planning and organizational Change Enablement

Lean Six Sigma efficiencies and rationalization

Transformational and change communications, marketing and branding

Customer Service and Operational Excellence

Strong Influence & Persuasion

Transparent leadership, coaching and mentoring

Some travel required

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 partners and has a positive social and environmental impact.

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 / JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable laws and Manulife / John Hancock policies.

To request a reasonable accommodation in the application process, contact

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$123,400.00 CAD - $229,300.00 CAD

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