Director, Canada Retirement Contact Centre

At the heart of our business is a commitment to delivering a seamless end-to-end customer experience across business units and markets. Our Global Canadian Division Operations Team plays a critical role in driving business growth through service excellence customer focus and the strength of our global capabilities combined with deep local market expertise.

As our Contact Centre Director you will lead our Canadian Retirement Contact Centres a multi-location operation of approximately 200 employees handling more than 125000 customer contacts each month. This is a unique opportunity to shape a high-performing engaged culture where exceptional customer service and employee experience go hand in hand while making a meaningful impact on our customers teams and business results.

Position Responsibilities:

• Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies.

• Use data and performance insights to identify call trends service gaps and improvement opportunities.

• Apply strong problem-solving decision-making and conflict resolution skills in a fast-paced high-volume environment.

• Foster a highly engaged team culture through recognition collaboration open communication and a positive work environment.

• Partner with business leaders and Workforce Management to ensure effective staffing forecasting and contingency planning.

• Collaborate with global partners to maintain consistent service performance across all contact centre locations.

• Oversee scheduling volume management and service levels to ensure excellent and professional customer experience.

• Lead strategic initiatives manage multi-location performance and strengthen operational effectiveness efficiency and risk management.

Qualifications:

• Proven leadership experience overseeing a large-scale customer-facing contact centre operation with accountability for service delivery performance and employee engagement.

• Demonstrated success leading organizational change and driving transformation initiatives within complex high-volume service environments.

• Strong ability to influence and build credibility with employees peers and senior leaders across multiple levels of the organization.

• Proven people leadership capability with a strong commitment to developing coaching and supporting teams across multiple geographies including remote and offshore operations.

• Bilingualism in English and French is a strong asset. For candidates based in Québec proficiency in both languages is required to support clients in jurisdictions both within and outside Quebec.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well 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 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 .

Referenced Salary Location

Salary range is expected to be between

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 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 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.