Manager, Canada Retirement Contact Centre

The Canadian Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fastpaced inbound 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 1720 CSPs to achieve productivity and customer experience targets.

• Manage coaching team meetings scheduling and realtime 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 writeoffs) 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.

• 35 years of leadership experience in fastpaced 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 centers 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 decisionmaking and problemsolving skills.

• Strong organization and multitasking abilities with a demonstrated commitment to quality risk management and effective staff/customer relationship management.

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.

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

If you are applying for this role outside of the primary location please contact for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.