This new 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 solid 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: Strong written and verbal communication skills, with the ability to build trusted relationships and influence across functions and organiza

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