AVP, Global Contact Centre Enablement

At Manulife customers are at the center of everything we do and our Global Contact Center (GCC) is where that promise comes to life every day. We support millions of customers across Canada the U.S. and Asia spanning Insurance Wealth Group Benefits Banking and Affinity.

As AVP Global Contact Center Enablement you will be a key member of the GCC Leadership Team setting a cohesive global enablement strategy across Learning Risk and Business Delivery.

Working across Operations Technology Risk and Segment leaders you will equip our contact centers with the capabilities standards insights and advisory support needed to deliver great customer outcomes while operating safely efficiently and in line with regulatory and conduct expectations.

This is an opportunity for a collaborative systems-thinking leader who enjoys turning enterprise strategy into scalable execution modernizing learning and quality advancing responsible use of AI and automation and enabling performance improvement across a complex global environment.

Position Responsibilities:

• Deliver a global Contact Center enablement strategy that aligns learning quality risk and consulting to enterprise and segment priorities.

• Partner with Contact Center Operations and Segment leaders to enable customer experience growth cost and transformation outcomes.

• Anticipate and respond to external and internal trends (AI automation regulatory change and evolving customer expectations) and translate them into enablement priorities.

• Lead Global Contact Center Learning to build consistent capabilities across roles geographies and business lines modernizing delivery through digital coaching and AI-enabled performance support.

• Own the Global Contact Center Risk Quality & Assurance framework including standards monitoring insights and continuous improvement.

• Partner with Risk and Compliance to ensure regulatory conduct and operational risk expectations are embedded in learning and operating practices.

• Use quality risk and customer insights to inform learning priorities operational improvements and strategic decision-making; define KPIs to measure enablement impact.

• Lead a team of business consultants and a globally distributed enablement organization to deliver data-grounded recommendations remove barriers accelerate execution and sustain change across technology and operations initiatives.

Qualifications:

• 10 years of progressive leadership in Contact Centers Operations Enablement Risk and/or Transformation within a complex highly regulated environment.

• Proven experience leading learning/capability quality assurance risk and/or internal consulting functions at scale with enterprise-level governance and measurable performance impact.

• Deep understanding of contact center operating models and customer experience drivers (e.g. service sales productivity quality compliance) and how to translate insights into improved outcomes.

• Bilingualism (English and French) is an asset; for Québec-based candidates proficiency in both languages is required to support clients across provinces.

• Demonstrated success building leading and developing large geographically dispersed teams including setting clear expectations coaching leaders and driving accountability.

• Strong strategic thinking executive communication and influencing skills with the ability to lead change across Operations Technology Risk and business segments.

• Experience enabling AI digital transformation and/or automation in a service environment (e.g. workforce tools digital channels agent assist workflow automation) is an asset.

• Knowledge of Insurance Banking Wealth and/or Group Benefits products and customer journeys is an asset.

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.