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Added 5 mins ago
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Manulife

Manager, Retirement Contact Centre

Halifax, NS, Canada
Montreal, QC, Canada

Pay: $65,850.00 CAD - $109,750.00 CAD
Job type: Full-time
Apply by: Oct 2, 2026
Experience: 3–5 years of leadership experience in fast‑paced customer service environments.
Posting language: English
Posted: Sep 25, 2026

Apply About employer

Applications open in a new tab.

Original job description

The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center.

Responsibilities:

Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
Review and analyze performance metrics regularly to drive continuous improvement.
Implement service recovery actions in partnership with Contact Center leadership.
Coordinate team reporting and trends, providing insights and required actions to the Director.
Manage complex escalations and collaborate with customers, clients, and internal teams as needed.
Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments.
Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders.

Qualifications:

Strong expertise in contact centre operations, KPIs, workflows, and people management.
3–5 years of leadership experience in fast‑paced customer service environments.
Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month.
Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems.
Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills.
Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management.

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

Halifax, Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$65,850.00 CAD - $109,750.00 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.

Apply About employer

More about this job

Responsibilities

Lead and support a team of 17–20 customer service professionals to achieve productivity and customer experience targets. Manage daily operations, including coaching, scheduling, performance analysis, and collaboration with internal stakeholders and risk teams.

Requirements

Requires 3–5 years of leadership experience in a fast-paced customer service environment and strong expertise in contact centre operations and KPIs. Proficiency in Microsoft Office and excellent communication, analytical, and problem-solving skills are essential.

Skills

Contact centre operations
People management
KPI analysis
Coaching
Performance management
Customer experience
Operational leadership
Conflict resolution
Risk management
Microsoft Office
Communication
Analytical skills
Decision-making
Problem-solving
Multi-tasking
Relationship management

Benefits

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

Visa sponsorship

Not detected in the job text

Keywords

Contact Centre
Retirement Services
Leadership
Customer Service
KPIs
Performance Metrics
Coaching
Operational Management
Risk Management
RCSA
Archer
Microsoft Excel
Microsoft PowerPoint
Microsoft Word
Service Recovery
Stakeholder Management
Onboarding
Financial Services
Hybrid Work
Inbound Environment

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