Job Description
If you want to be part of a fast-paced, dynamic, and professional team that is passionate about customer service, then this is the opportunity for you!
Our global Canadian Division Operations team is responsible for delivering a consistent end-to-end customer experience across business units and markets. We support the growth of our business through service excellence and a customer-focused approach. We build our competitive advantage by leveraging our global scale, our global capabilities and our local market focus.
As our Contact Centre Director , you will lead our Group Benefits Contact Centres , consisting of approximately ~300 employees who respond to over 300,000 contacts per month, across multiple locations and strive for a culture where meeting customer needs and engaging our employees intersects.
As an experienced Contact Centre Leader, with a passion for putting the customer first, you will:
Influence and negotiate with direct reports to ensure teams are meeting our service, quality and key performance targets
Drive department scheduling, volume management and performance measures to ensure that calls and emails are answered by Customer Service Professionals within defined service level standards and in an appropriate, professional manner, providing an excellent customer experience
Provide oversight of multiple locations of the Contact Centre (including Halifax, Montreal) ensuring that those teams are performing as expected and following guidelines for customer experience and employee performance.
Support our Customer Experience, Group Benefits and Contact Centre Strategic initiatives
Drive the tactical vision of the Group Benefits Contact Centres
Promote and influence initiatives and team structures including identifying and recommending solutions that will minimize service impacts and improve operational effectiveness and efficiencies
Who are we looking for?
Previous experience as a Contact Centre leader for large customer facing operation
Demonstrated change management experience is a must
Ability to influence staff and management at a wide range of levels
A desire to develop, coach and support team members across different geographies – including working with remote teams and collaborating with off-shore contact centres
You will bring and continuously build upon the following skills:
Foster a continuous improvement environment to improve service while driving out waste
A proven ability to leverage data to understand call trends, performance variables and service improvement opportunities
Deliver research, problem-solving, decision making and conflict resolution abilities in a high volume, rapidly changing work environment
Drive employee engagement through reward and recognition, encouraging an environment of open communication and collaboration and most importantly, having FUN!
You will be working with:
Business Partners for whom the Contact Centre provides front line service; ensure appropriate staffing and coverage through collaboration and communication with our Workforce Management Team to develop effective forecasting and planning with the contingency plans and resiliency required to manage unforeseen service impacts
Engage with Global Strategic Partners to ensure service performance and consistency across all locations
Actively participate on the Contact Centre Management team and contribute to ensuring a strong risk management environment
Want to learn more? Apply today, we are eager to speak with you!
Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About Manulife
About Manulife Manulife Financial Corporation is a leading international financial services provider that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and our global wealth and asset management segment, Manulife Investment Management, serves individuals, institutions and retirement plan members worldwide. At the end of 2020, we had more than 37,000 employees, over 118,000 agents, and thousands of distribution partners, serving over 30 million customers. As of March 31, 2021, we had CAD$1.3 trillion (US$1.0 trillion) in assets under management and administration, and in the previous 12 months we made $31.3 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong.
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] .
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