This new role within the Canada Contact Centre, Bank & Affinity is an exciting opportunity to broaden your business knowledge, strengthen your analytical and leadership capabilities, and gain exposure to senior leaders and partners across Operations. You will turn operational data, global analytics and customer feedback into clear insights, support complex escalations, and help identify opportunities that make service easier, faster and better for our customers and employees. This is an ideal next step for a curious, accountable professional who enjoys analyzing information, solving problems, influencing outcomes and building a career within Canada Contact Centres. This is an individual contributor role reporting to the Director, Canada Contact Centre, Bank & Affinity.
Position Responsibilities:
- Provide leadership and influence: Contribute actively to Bank & Affinity Contact Centre leadership discussions, helping identify business opportunities, solve operational challenges and translate insights into action. Model Manulife’s values, foster a positive growth mindset and support cross-functional initiatives that improve customer, employee and business outcomes.
- Own and leverage global analytics: Bring together relevant global analytics, operational reporting and performance insights to identify trends, emerging risks and opportunities. Connect broader enterprise insights with the realities of the Bank & Affinity Contact Centre to help leaders understand what matters and where action may be required.
- Turn data into insight: Mine, validate and analyze information from multiple sources to identify performance trends, customer friction, contact drivers, transfers, repeat contacts and opportunities for improvement.
- Tell the performance story: Create accurate and meaningful weekly, monthly, quarterly and ad-hoc reporting and presentations. Translate complex information into a clear business story, highlighting trends, risks, opportunities and recommended areas of focus for leadership.
- Manage escalations: Coordinate complex or sensitive management escalations from intake through resolution, ensuring clear ownership, timely communication and customer-focused outcomes.
- Find and address root causes: Investigate escalations, complaints and recurring customer-contact drivers to identify underlying issues and recommend actions that reduce friction and prevent repeat concerns.
- Support business decisions: Monitor key performance measures, global and local analytics, escalation themes and customer feedback. Elevate material risks and opportunities and provide insights that support timely, informed leadership decisions.
- Drive continuous improvement: Use data, analytics and operational insights to identify opportunities to improve processes, technology, training, communications and controls, with a focus on customer and employee experience.
- Build strong partnerships: Develop trusted relationships across Bank, Affinity and broader Operations. Partner with analytics, Workforce Management, Technology and other functional teams to bring together multiple perspectives and provide a holistic view of performance and the customer experience.
- Support strategic and ad-hoc priorities: Provide analytical and business support for emerging priorities, leadership requests, business reviews and initiatives requiring deeper analysis, coordination or executive-level storytelling.
Required Qualifications:
- Accountability and organization: Demonstrated ability to take ownership, manage competing priorities independently and consistently meet commitments.
- Analytical capability: Strong analytical, problem-solving and operational judgment, with the ability to move beyond reporting the numbers to explain what they mean, why they matter and where attention may be required.
- Data and reporting experience: Experience analyzing information from multiple sources and developing accurate reports, insights and presentations that support business decisions.
- Business storytelling: Ability to simplify complex information and clearly communicate trends, risks, opportunities and recommendations to different audiences, including senior leaders.
- Escalation management: Ability to investigate sensitive or complex issues, coordinate stakeholders, communicate clearly and drive matters through to resolution.
- Continuous improvement: Experience using data, process improvement and technology to simplify work, strengthen controls and improve customer and employee outcomes.
- Communication and influence: Strong written and verbal communication skills, with the ability to build trusted relationships and influence across functions and organizational levels.
- Growth mindset: Curiosity, adaptability and the confidence to challenge established practices constructively while remaining connected to the realities of frontline operations.
- Education or equivalent experience: A bachelor’s degree in business administration or a related field, or an equivalent combination of education and relevant experience.
Preferred Qualifications:
- Experience within a Contact Centre, financial services, insurance or another regulated operational environment.
- Knowledge of Canadian Contact Centre operations, with Banking and/or Affinity Insurance knowledge considered an asset.
- Experience working with operational data, analytics, reporting or business intelligence.
- Experience applying Lean, Six Sigma or other continuous-improvement methodologies.
- 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:
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll 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 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 hr@manulife.com.
Referenced Salary Location
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest
Working Arrangement
Hybrid
Salary range is expected to be between
$71,475.00 CAD - $119,125.00 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 hr@manulife.com 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 hr@manulife.com 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.
