Our Global Contact Centre Operations team plays a critical role in delivering a seamless, end-to-end customer experience across business units and markets. Through service excellence, customer focus, and the strength of our global scale and local market expertise, we help drive business growth and strengthen our competitive advantage.
As Contact Centre Director , you will lead our Canada Bank and Affinity contact centres, an organization of approximately 250 employees handling more than one million customer contacts each month across multiple locations. This is a high-impact leadership role where you will shape service delivery, inspire teams, and foster a culture where exceptional customer care and employee engagement go hand in hand.
Position Responsibilities:
Provide strategic leadership to direct reports, driving accountability for service, quality, and key performance outcomes while building a high-performing, customer-focused culture
Lead scheduling, volume management, and performance strategies to ensure calls and emails are handled within defined service standards and delivered with professionalism and a strong focus on customer experience
Oversee contact centre operations across multiple locations, including offshore teams, to ensure consistent performance, adherence to service standards, and alignment with customer experience and employee performance expectations
Champion customer experience and contact centre strategic initiatives that enhance service delivery, operational performance, and business outcomes
Lead and influence organizational initiatives and team structures by identifying and implementing solutions that reduce service disruption and improve operational effectiveness, efficiency, and scalability
Partner closely with business stakeholders and Workforce Management to deliver effective forecasting, staffing, and contingency planning that ensures resiliency and front-line service continuity during changing business demands
Collaborate with global strategic partners to drive service performance, operational alignment, and a consistent customer experience across all locations
Contribute as a key member of the Contact Centre leadership team, helping to strengthen governance, support sound decision-making, and maintain a strong risk management and control environment
Qualifications:
Significant leadership experience in a large-scale, customer-facing contact centre environment, with accountability for operational performance, service delivery, and team outcomes
Prior experience at a leadership level within the Financial Services industry
Proven success leading change management initiatives, including driving adoption, building alignment, and delivering results in evolving operational environments
Exceptional ability to influence and build credibility with employees, peers, senior leaders, and business partners across all levels of the organization
Demonstrated people leadership with a strong commitment to coaching, developing, and supporting teams across multiple geographies, including remote and offshore environments
Strong continuous improvement mindset, with the ability to identify opportunities to enhance service, streamline processes, and improve operational efficiency
Demonstrated ability to leverage data and insights to assess performance trends, identify service improvement opportunities, and inform strategic decision-making
Strong analytical, problem-solving, decision-making, and conflict resolution skills, with the ability to lead effectively in a high-volume, fast-paced, and changing environment
Proven ability to foster employee engagement and inclusion through recognition, open communication, collaboration, and a strong people-first leadership approach
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html .
Manulife 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 [email protected] .
Referenced Salary Location
Halifax, Nova Scotia
Hybrid
Salary range is expected to be between
$108,000.00 CAD - $158,000.00 CAD
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 [email protected] 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 [email protected] 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 .
