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Added 1 hour ago
CO
Leader, Interface, Permits, License, Approvals, and Agreements
City of Calgary
Calgary, AB
- $151,858 to $189,822 CAD / year
- Full-time
If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services,…
Added 1 hour ago
C
Site Foreman - FIFO
Convergint
Fort McMurray, AB
- Full-time
…Working Foreman, you will serve as Convergint's primary on-site representative for the IOL Kearl Service and Maintenance Contract. This role combines field leadership, customer…
Added 2 hours ago
AS
Field Service Representative (FSR) - Trenton
AirPro SAR Services Inc.
Trenton, ON
- Full-time
We’re currently looking for a Field Service Representative (FSR) to join our growing team. You’ll be the critical link between AirPro and the customer, helping ensure fleet readiness at the…
Added 4 hours ago
Copy of Senior Software Development Engineer in Test, ML
PlayStation Global
Waterloo, ON
Build and automate realistic, representative test account creations and datasets to evaluate model behavior across different scenarios
Added 7 hours ago
GD
Specialist, Trainer Maintenance
General Dynamics Land Systems–Canada
London, ON
- Full-time
Operate and/or maintain military vehicles and equipment in a Field Service Representative or testing role
Added 9 hours ago
A
Service Manager
ABB
Mississauga, ON
- Full-time
You have 12+ years experience in end-to-end Service Management, leading service, field service, maintenance, or aftermarket operations teams - Robotics Industry experience is an asset
Added 9 hours ago
BB
AV Estimator lI
Bosch Building Technologies North America
Toronto, ON
- Full-time
Post-secondary education in electronics, telecommunications, AV integration, or a related technical field
Added 9 hours ago
TC
Customer Service Representative (Switchboard)
The City of Belleville
Belleville, ON
- Temporary
…join our People & Corporate Services Department as a Customer Service Representative…
Added 11 hours ago
Technical Service Representative, ACT (Mississauga, ON)
Getinge
Mississauga, ON
The Technical Service Representative, ACT is responsible for field and depot repairs, responding to emergency calls and scheduling preventive maintenance visits to meet service agreement…
Added 11 hours ago
Technical Service Representative, ACT (Calgary, Alberta)
Getinge
Calgary, AB
The Technical Service Representative, ACT is responsible for field and depot repairs, responding to emergency calls and scheduling preventive maintenance visits to meet service agreement…
Added 11 hours ago
EI
Territory Representative, Hospitality Sales & Service
Ecolab Inc.
Corner Brook, NL
- Full-time
Ecolab is seeking a Territory Sales and Service Representative to join our team in the Newfoundland market. As an industry leader, we need talented people like you to help us continue to…
Added 12 hours ago
B
Key Account Specialist, Ophthalmology - Southwestern Ontario
Bayer
Guelph, ON · Mississauga, ON
- Full-time
…none" is within reach, and every role, from the lab to the field to the boardroom, helps us get there. We give people the ownership to shape outcomes, the support to grow through new skills…
Added 13 hours ago
IW
Senior Manager, Business Development
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…consistent, high-quality, and timely onboarding outcomes across the Field Network and Head…
Added 13 hours ago
IW
Senior Manager, Business Development
IG Wealth Management
BC · British Columbia, Canada
- Full-time
…consistent, high-quality, and timely onboarding outcomes across the Field Network and Head…
Added 13 hours ago
IW
Senior Manager Real Estate Operations
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…Facility Management, the role converts approved strategies, service standards, budgets, and risk priorities into disciplined operational…
Added 13 hours ago
IW
Director, Citizen Development & Employee Technology Experience Pod Owner
IG Wealth Management
ON · Ontario, Canada
- Full-time
…practical improvements that improve productivity, adoption, service experience and confidence in…
Added 13 hours ago
IW
Director, Citizen Development & Employee Technology Experience Pod Owner
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…practical improvements that improve productivity, adoption, service experience and confidence in…
Added 13 hours ago
AS
Dementia Resource Consultant - Middlesex - UH
Alzheimer Society Southwest Partners
London, ON
- Full-time
The DRC provides specialized dementia-focused support, education, and service navigation to ensure that person living with dementia and/or care partners receive appropriate, timely, and…
Added 13 hours ago
RU
Office Clerk
Ricoh USA, Inc.
Toronto, ON
- Full-time
The Field Support Representative is responsible for supporting the daily operations of one or more Managed Services locations including any or all of the following: copy, print and scanning…
Added 13 hours ago
E
Systems Designer
Epiroc
Pitt Meadows, BC
- Full-time
…surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global…
Added 13 hours ago
IW
Senior Manager, Business Development
IG Wealth Management
AB · Alberta, Canada
- Full-time
…consistent, high-quality, and timely onboarding outcomes across the Field Network and Head…
Added 13 hours ago
MP
Inside Sales Representative
Metal Processing Group, an Affiliate of The Heico Companies
L'Orignal, ON
- Full-time
Ensures customer complaints information are forwarded to Field Development Metallurgist.
Added 13 hours ago
F
Operations Manager
Flyover
Vancouver, BC
- $75,000 CAD / year
- Full-time
Champion our guest experience service standards, refining operational workflows, and proactively identifying opportunities to exceed expectations
Added 13 hours ago
C
Global HR Coordinator - Payments / Cross Border
Corpay
Toronto, ON
- Full-time
Ensuring a high level of customer service in all employee interactions, escalating issues when appropriate.
Added 13 hours ago
N
Customer Experience Account Representative
Nutrien
Saskatoon, SK
- Full-time
…consistent responses while identifying opportunities to improve service…

Manulife

Assistant Manager, Business Support – Canada Contact Centre, Bank & Affinity

Halifax, NS, Canada
Waterloo, ON, Canada
Montreal, QC, Canada

$71,475.00 CAD - $119,125.00 CAD · Full-time

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Job details

Pay: $71,475.00 CAD - $119,125.00 CAD
Job type: Full-time
Apply by: Nov 16, 2026
Posting language: English
Posted: Nov 2, 2026

Original job description

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.

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More about this job

Responsibilities

The Assistant Manager will analyze operational data and global analytics to identify trends, risks, and opportunities for service improvement. They are responsible for managing complex escalations, creating performance reports, and influencing leadership decisions through clear business storytelling.

Requirements

Candidates must possess strong analytical and problem-solving skills with experience in data reporting and escalation management. A bachelor's degree in business administration or a related field is required, along with the ability to build trusted relationships across functional teams.

Skills

Data analysis
Leadership
Operational judgment
Business storytelling
Escalation management
Continuous improvement
Process improvement
Communication
Relationship building
Analytical thinking
Problem solving
Reporting
Strategic planning
Stakeholder management
Lean
Six Sigma

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy benefits
Wellness benefits
Employee assistance plan
Retirement savings plans
Pension plan
Global share ownership plan
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Contact Centre
Bank & Affinity
Operations
Data Analytics
Performance Reporting
Escalation Management
Continuous Improvement
Lean
Six Sigma
Business Intelligence
Financial Services
Insurance
Workforce Management
Technology
Customer Experience
Employee Experience
Risk Management
Strategic Support
Analytical Reporting
Operational Reporting

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