Manager, Customer Service
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
As a Customer Service Manager you will lead highperforming teams that deliver exceptional support across both banking and insurance business lines. Youll champion a strong customer experience while ensuring consistent compliant and highquality service in a regulated environment.
In this role youll empower and develop engaged teams drive operational excellence and balance customer needs with business priorities and regulatory requirements. The successful candidate is a peoplefocused leader with strong operational judgment a collaborative mindset and a passion for creating meaningful impactfor customers teams and the organization.
Responsibilities:
- Build high-performing teams through coaching and mentoring on career growth; proactively address performance issues and minimize risks.
- Elevate customer experience across phone email chat and digital own complex escalations end-to-end with timely fair resolutions.
- Drive operational excellence: meet Service level agreements (SLAs) improve processes and adopt new technologies to boost efficiency and productivity.
- Identify recommend and coordinate implementation of solutions that enhance effectiveness and reduce customer effort.
- Ensure employees have the tools resources and timely updates needed to perform; maintain confidentiality and appropriate handling of critical information.
- Uphold strong risk management compliance and governance including complaint management privacy confidentiality and legislative changes with effective controls.
- Manage workforce capacity scheduling and change enablement; lead staff meetings and unify teams with fellow managers to improve standards and procedures.
- Collaborate cross-functionally (workforce planning technology compliance product) to deliver continuous improvement and consistent service.
- Occasional travel to other Manulife sites
Qualifications:
- 5 years of customer service experience including 2 years in a leadership or management role.
- Experience in a regulated environment preferably banking insurance or financial services.
- Strong peopleleadership skills with a demonstrated ability to coach motivate and develop teams.
- Proven ability to manage operations priorities and change in a fastpaced service environment.
- Excellent communication problemsolving and decisionmaking skills.
- Bilingualism (English and French) is an asset. If the successful candidate is in Québec proficiency in both languages will be required to support clients from various provinces outside of 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
Montreal QuebecWorking Arrangement
Salary range is expected to be between
$88800.00 CAD - $138800.00 CADEmployees 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.
Required Experience:
Manager
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
