Contact Centre Operations Manager

Day-to-day management of one or more customer support / operations teams. Work on and lead departmental and enterprise-level initiatives and projects.

Position Responsibilities

• Management (50%): Oversee customer support/operations teams, ensuring compliance with company procedures and industry regulations, and manage escalated issues. Develop business metrics, evaluate workflow processes for improvement, and support change management. Coach teams on training, skills development, and performance measurement while ensuring timely completion of responsibilities.
• Vendor and Business Unit Interaction: Represent the team while interfacing with other business units and vendors, oversee vendor interactions, and maintain business continuity processes. Build and maintain positive relationships with key business partners.
• Communication and Strategy: Communicate effectively across all organizational levels, understanding business metrics and formulating strategies based on forecasting and business needs. Identify process gaps and drive improvements and synergies across teams.
• Leadership (25%): Develop employees and foster a positive, customer-centric environment. Mentor associates and future leaders, promote associate engagement, and execute other assigned duties.
• Project Participation (25%): Lead department and enterprise-level projects, participate as needed, and provide project resources as required.
  
  

Required Qualifications

• Bachelor's Degree preferably in a business-related field
• 1-3 years management experience; 5-7 years industry experience
• Thorough understanding of products, administration compliance, operations and systems including business desktop applications (i.e. Lotus Notes, Office), and relevant financial products.
• Demonstrated passion for providing client-centric solutions
• Demonstrated leadership ability
  
  

Preferred Qualifications

• Proven ability to prioritize tasks and manage time effectively in a multi-tasking environment.
• Demonstrated capability to work independently and manage complex projects.
• Strategic thinking skills to assess alternatives for short and long-term impacts and make decisive actions.
• Proficient in using project planning and tracking tools.
• Strong analytical, problem-solving, presentation, and written communication skills.
  
  

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].

Working Arrangement

Hybrid