Leadership Capability Coach

Become a Leadership Capability Coach and help enhance leadership effectiveness for contact center leaders. Support with mentorship aligning leadership with organizational goals and using insights to improve performance. What makes this opportunity outstanding

At Manulife youll be part of an ambitious team dedicated to encouraging world-class leadership within our customer service division. You will have the chance to build and develop leaders who are pivotal in delivering exceptional customer experience. This role is perfect for someone who is passionate about coaching thrives in a collaborative environment and is committed to driving flawless execution.

Position Responsibilities:

• Provide on-the-job coaching and cultivate leadership skills for team leaders managers and directors.

• Develop and implement coaching routines aligned with performance enablement strategies.

• Use performance data to guide coaching priorities and provide insights for performance improvement.

• Ensure coaching practices align with organizational goals and develop a customer-obsessed culture.

• Identify operational challenges and integrate industry protocols for continuous improvement.

• Develop an inclusive work environment acting as a communication liaison frontline teams and leadership.

Required Qualifications:

• Post-secondary education in Business Human Resources Psychology Adult Education or a related field.

• 35 years of experience in coaching/mentoring leadership development or performance enablement preferably in a contact centre or customer experience environment.

• Experience assisting frontline leaders (e.g. Team Leads Managers) through coaching and growth.

Preferred Qualifications:

• Experience in a matrixed or global organization is a valuable asset.

• Demonstrated capability in providing valuable on-the-job coaching and facilitating productive feedback discussions.

• Strong understanding of performance metrics and data-driven coaching strategies.

• Skilled in adult learning principles and leadership development methodologies.

• Excellent communication and social skills with the ability to build trust and influence without authority.

• Familiarity with coaching platforms performance dashboards and proficiency in Microsoft Office Suite; experience with Salesforce or other contact centre platforms is a plus.

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 .