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Added 7 mins ago
RC
Project Manager - Bedford NS
rcs Construction
NS · Bedford, Nova Scotia
- Full-time
As an integral part of our Projects team, the Project Manager will play a key role in leading construction initiatives, managing project scope, schedule, and budget, and fostering strong…
Added 7 mins ago
CA
Assistant Resident Manager (Part-Time)
Centurion Asset Management Inc.
Huntsville, ON
- Part-time
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Heavy Duty Mechanic - Journeyperson - Non-Local
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SD
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RM
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- Full-time
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IR
Public Health Nurse
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Reporting to the Clinical Team Manager – Public Health, the Public Health Nurse applies public health sciences and nursing theory to promote, protect and preserve the health of populations.…
Added 22 mins ago
D
Health, Safety and Environment (HSE Advisor)
Dexterra
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- Full-time
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Added 22 mins ago
IR
Public Health Nurse
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- Internship
Reporting to the Clinical Team Manager – Public Health, the Public Health Nurse applies public health sciences and nursing theory to promote, protect and preserve the health of populations.…
Added 22 mins ago
C
Project Specialist - Security Systems
Convergint
Toronto, ON · Etobicoke, ON
- Full-time
Job Description: Convergint is looking for a full-time, team-oriented, results-driven Security Project Specialist for our Capital Projects team, to join our amazing culture in our Toronto,…
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full-time and part-time permanent status colleagues.
Added 23 mins ago
AE
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Tenant Companion (Casual Positions)
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Life Enrichment Assistant - Part-Time (2026-11019)
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Halifax, NS
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Added 23 mins ago
Manager, Global Events
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This highly organized and detailed oriented individual works closely with the Senior Manager, Event Programs, who will oversee the enterprise event portfolio and program governance.
Added 23 mins ago
VC
Director, Demand Generation
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Remote, Canada
- $140,000 to $150,000 CAD / year
- Full-time
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Added 23 mins ago
Sustainment Projects Team Senior Manager (Permanent)
Babcock
Halifax, NS
…offer is at the Company’s sole discretion and presented as part of a competitive total compensation…
Added 23 mins ago
PE
Parts Associate
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Elmira, ON
- $20 to $24 CAD / hour
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Added 38 mins ago
B
BMO Capital Markets New Grad 2027 Investment Banking Analyst, Toronto
BMO
Toronto, ON · FCP
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…and our Global Investment Banking Training and Development Program which begins in July 2027. The program is designed to help you make the transition from theory to practice. Training…
Added 38 mins ago
TH
Plumbing Sales Part Time - ETOBICOKE S
The Home Depot
Toronto, ON
- Part-time
Using empowerment program when necessary to satisfy customers
Added 38 mins ago
TH
Tool Rental Sales Part Time - LONDON N
The Home Depot
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Using empowerment program when necessary to satisfy customers
Added 38 mins ago
HR
Health Information Management Professional - Inpatient Coder
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
Employment Status: Temporary Full Time Duration: Until May 16, 2027Hours of Work: Days, 37.5 hours per weekLocation: Humber River Health, Wilson Site Labour Group: LiUNAReporting…

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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