Analyze operational data and customer feedback as an Assistant Manager supporting Manulife’s Canada Contact Centre, Bank & Affinity. Build clear insights for leadership.

This individual contributor role reports to the Director, Canada Contact Centre, Bank & Affinity. You will connect global analytics with operational reporting and contact centre realities. Your work supports decisions, escalations, and service improvements across Operations.

Key Responsibilities:

- Analyze data from multiple sources for performance trends
- Create weekly, monthly, quarterly, and ad-hoc reporting
- Translate complex information into clear business stories
- Coordinate sensitive escalations through resolution
- Identify root causes and recommend improvement actions

Requirements:

- Solid analytical, problem-solving, and operational judgment
- Experience developing reports, insights, and presentations
- Ability to communicate with senior leaders
- Ability to manage competing priorities independently
- Bachelor's degree in business administration or related field, or equivalent experience

Apply analytical judgment, business storytelling, and escalation management to support informed decisions at Manulife’s Canada Contact Centre.

📌 Contact Centre Analytics Manager (Montreal)
🏢 Manulife/John Hancock
📍 Montreal