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

Strong 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 (Winnipeg)
🏢 Manulife/John Hancock
📍 Winnipeg