Senior Manager Associate Director of Quality Assurance & Service Excellence, Training and Quality Assurance

Manulife is a leading international financial services provider helping people make decisions easier and lives better. Help shape the future you want to see and discover that better can take you anywhere you want to go.

Position Responsibilities:

1. Training Strategy & Program Design and Delivery

• Build a training curriculum for Contact Centre staff aligned to service standards customer expectations and channel behaviors and delivery classroom/virtual training
• Develop learning pathways with clear proficiency milestones
• Integrate QA findings and voice of customer insights into content design to address real performance gaps.

2. Quality Assurance (QA) & Consistency

• Define and maintain soft-skill standards and marking scheme; collaborate with QA to embed them into scorecards and calibration routines.
• Translate QA findings into targeted training sprints and refreshers.
• Create tools and job aids (e.g. phrasing guides objection-handling matrices escalation pathways) to drive consistency.

3. Coaching & Mentoring

• Establish a coaching framework and provide one-on-one or small group coaching for Contact Centre staff
• Model best-in-class soft skillsactive listening de-escalation empathy mapping concise communication and solution framing.
• Act as a subject matter expert and mentor for Contact Centre team leaders/staff to reinforce soft-skill development

4. Measurement & Reporting

• Develop KPIs to measure training & QA impact on customer satisfaction and service quality.
• Establish KPIs linking training to business outcomes: tNPS complaint rates first-contact resolution (FCR) repeat contact AHT/efficiency balanced with quality QA soft-skill scores.
• Track participation certification post-training assessments and behavior change.
• Produce regular dashboards for leadership with insights driving from training and QA outcome analysis trends identify improvement areas and prioritize recommendations.

5. Stakeholder Partnership & Enablement

• Partner with Contact Centre Team Leads to identify skill gaps and training priorities.
• Work closely with leadership to align training initiatives with strategic objectives and customer experience goals.

6. Innovation & Expansion

• Explore new training technologies and methodologies (e.g. e-learning microlearning).
• Drive initiatives to expand soft-skill training beyond all Contact Centre staff ensuring scalability and sustainability.

7. Compliance & Standards

• Ensure all training programs comply with internal policies and industry standards.
• Maintain accurate training records and documentation for audit and compliance purposes.

Required Qualifications:

• Bachelors degree in Business Communications or related field; professional certification in Learning & Development (L&D) coaching or CX is a plus.

• 8 years in customer service L&D CX QA or operations with at least 5 years designing and delivering soft-skill training at scale.

• Demonstrated success linking training to measurable service outcomes (e.g. tNPS) QA uplift and complaint reduction.

• Related experience in omnichannel service (voice chat email social) and coaching frameworks in Customer Services of Insurance Industry is preferable.

• Language: Fluent in Cantonese and English; Mandarin an advantage

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.

At Manulife/JohnHancock we embrace our diversity. We strive to attractdevelopandretaina 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 retentionadvancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origincolour 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.

This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice

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 .