Director, Canadian Contact Center

Our Global Contact Centre Operations team plays a critical role in delivering a seamless end-to-end customer experience across business units and markets. Through service excellence customer focus and the strength of our global scale and local market expertise we help drive business growth and strengthen our competitive advantage.

As Contact Centre Director you will lead our Canada Bank and Affinity contact centres an organization of approximately 250 employees handling more than one million customer contacts each month across multiple locations. This is a high-impact leadership role where you will shape service delivery inspire teams and foster a culture where exceptional customer care and employee engagement go hand in hand.

Position Responsibilities:

• Provide strategic leadership to direct reports driving accountability for service quality and key performance outcomes while building a high-performing customer-focused culture

• Lead scheduling volume management and performance strategies to ensure calls and emails are handled within defined service standards and delivered with professionalism and a strong focus on customer experience

• Oversee contact centre operations across multiple locations including offshore teams to ensure consistent performance adherence to service standards and alignment with customer experience and employee performance expectations

• Champion customer experience and contact centre strategic initiatives that enhance service delivery operational performance and business outcomes

• Lead and influence organizational initiatives and team structures by identifying and implementing solutions that reduce service disruption and improve operational effectiveness efficiency and scalability

• Partner closely with business stakeholders and Workforce Management to deliver effective forecasting staffing and contingency planning that ensures resiliency and front-line service continuity during changing business demands

• Collaborate with global strategic partners to drive service performance operational alignment and a consistent customer experience across all locations

• Contribute as a key member of the Contact Centre leadership team helping to strengthen governance support sound decision-making and maintain a strong risk management and control environment

Qualifications:

• Significant leadership experience in a large-scale customer-facing contact centre environment with accountability for operational performance service delivery and team outcomes

• Prior experience at a leadership level within the Financial Services industry

• Proven success leading change management initiatives including driving adoption building alignment and delivering results in evolving operational environments

• Exceptional ability to influence and build credibility with employees peers senior leaders and business partners across all levels of the organization

• Demonstrated people leadership with a strong commitment to coaching developing and supporting teams across multiple geographies including remote and offshore environments

• Strong continuous improvement mindset with the ability to identify opportunities to enhance service streamline processes and improve operational efficiency

• Demonstrated ability to leverage data and insights to assess performance trends identify service improvement opportunities and inform strategic decision-making

• Strong analytical problem-solving decision-making and conflict resolution skills with the ability to lead effectively in a high-volume fast-paced and changing environment

• Proven ability to foster employee engagement and inclusion through recognition open communication collaboration and a strong people-first leadership approach

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec proficiency in both languages will be required to support clients from various provinces outside of Quebec

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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 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 .

Referenced Salary Location

Halifax Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$108000.00 CAD - $158000.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.

Required Experience:

Director

Employment Type : Full-Time
Experience: years
Vacancy: 1