Position Responsibilities:

• Accountable for leading and developing a high performing, engaged, customer centric team by providing direction, coaching, mentoring and development to all individuals on their team.

• The position is expected to create and maintain strong internal and external customer relationships to meet/exceed our service level commitments and look for opportunities to improve our service quality and the way we do business. 

Required Qualifications:

• At least ten years' experience in contact center management

• Solid technical experience in the application and administration of people management tools, call center management tools and software

• Solid business and industry knowledge

• Strong leadership skills in coaching, motivation, negotiating, influencing, development, team building and mentoring, as well as performance management.

Preferred Qualifications:

• Solid overall understanding of Operations, including understanding processing workflows, policies etc.

• Strong analytical, research, problem solving, decision-making and conflict resolution skills

• Strong interpersonal skills with proven ability to influence and negotiate with direct reports to ensure that service levels and customer inquiries are handled in a timely manner

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.

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 [email protected].

Hybrid