This recent role within the **Canada Contact Centre, Bank & Affinity** is an exciting opportunity to broaden your business knowledge, strengthen your analytical and leadership capabilities, and gain exposure to senior leaders and partners across Operations.

You will turn operational data, **global analytics** and customer feedback into clear insights, support complex escalations, and help identify opportunities that make service easier, faster and better for our customers and employees.

This is an ideal next step for a curious, accountable professional who enjoys analyzing information, solving problems, influencing outcomes and building a career within Canada Contact Centres.

This is an **individual contributor role reporting to the Director, Canada Contact Centre, Bank & Affinity.** **Position Responsibilities:** **Provide leadership and influence:** Contribute actively to Bank & Affinity Contact Centre leadership discussions, helping identify business opportunities, solve operational challenges and translate insights into action.

Model Manulife's values, foster a positive growth mindset and support cross-functional initiatives that improve customer, employee and business outcomes. **Own and leverage global analytics:** Bring together relevant **global analytics, operational reporting and performance insights** to identify trends, emerging risks and opportunities.

Connect broader enterprise insights with the realities of the Bank & Affinity Contact Centre to help leaders understand what matters and where action may be required. **Turn data into insight:** Mine, validate and analyze information from multiple sources to identify performance trends, customer friction, contact drivers, transfers, repeat contacts and opportunities for improvement. **Tell the performance story:** Create accurate and meaningful weekly, monthly, quarterly and ad-hoc reporting and presentations.

Translate complex information into a clear business story, highlighting trends, risks, opportunities and recommended areas of focus for leadership. **Manage escalations:** Coordinate complex or sensitive management escalations from intake through resolution, ensuring clear ownership, timely communication and customer-focused outcomes. **Find and address root causes:** Investigate escalations, complaints and recurring customer-contact drivers to identify underlying issues and recommend actions that reduce friction and prevent repeat concerns. **Support business decisions:** Monitor key performance measures, global and local analytics, escalation themes and customer feedback.

Elevate material risks and opportunities and provide insights that support timely, informed leadership decisions. **Drive continuous improvement:** Use data, analytics and operational insights to identify opportunities to improve processes, technology, training, communications and controls, with a focus on customer and employee experience. **Build strong partnerships:** Develop trusted relationships across Bank, Affinity and broader Operations.

Partner with analytics, Workforce Management, Technology and other functional teams to bring together multiple perspectives and provide a holistic view of performance and the customer experience. **Support strategic and ad-hoc priorities:** Provide analytical and business support for emerging priorities, leadership requests, business reviews and initiatives requiring deeper analysis, coordination or executive-level storytelling.



**Required Qualifications:** **Accountability and organization:** Demonstrated ability to take ownership, manage competing priorities independently and consistently meet commitments. **Analytical capability:** Strong analytical, problem-solving and operational judgment, with the ability to move beyond reporting the numbers to explain **what they mean, why they matter and where attention may be required** . **Data and reporting experience:** Experience analyzing information from multiple sources and developing accurate reports, insights and presentations that support business decisions. **Business storytelling:** Ability to simplify complex information and clearly communicate trends, risks, opportunities and recommendations to different audiences, including senior leaders. **Escalation management:** Ability to investigate sensitive or complex issues, coordinate stakeholders, communicate clearly and drive matters through to resolution. **Continuous improvement:** Experience using data, process improvement and technology to simplify work, strengthen controls and improve customer and employee outcomes. **Communication and influence:** Robust written and verbal communication skills, with the ability to build trusted relationships and influence across functions and organizational levels. **Growth mindset:** Curiosity, adaptability and the confidence to challenge established practices constructively while remaining connected to the realities of frontline operations. **Education or equivalent experience:** A bachelor's degree in business administration or a related field, or an equivalent combination of education and relevant experience. **Preferred Qualifications:** Experience within a Contact Centre, financial services, insurance or another regulated operational environment.

Knowledge of Canadian Contact Centre operations, with **Banking and/or Affinity Insurance knowledge considered an asset** .

Experience working with operational data, analytics, reporting or business intelligence.

Experience applying Lean, Six Sigma or other continuous-improvement methodologies.

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:** 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. #LI-HYBRID The role being advertised is an existing vacancy. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer,



formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [email protected] . **Referenced Salary Location** CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $71,475.00 CAD - $119,125.00 CAD Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [email protected] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con [email protected] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Assistant Manager, Business Support – Canada Contact Centre, Bank & Affinity (Waterloo)
🏢 Manulife
📍 Waterloo