Director, Canada Retirement Contact Centre at Manulife Financial — NeverHard

At the heart of our business is a commitment to delivering a seamless, end-to-end customer experience across business units and markets. Our Global Canadian Division Operations Team plays a critical role in driving business growth through service excellence, customer focus, and the strength of our global capabilities combined with deep local market expertise. As our Contact Centre Director , you will lead our Canadian Retirement Contact Centres, a multi-location operation of approximately 200 employees handling more than 125,000 customer contacts each month. This is a unique opportunity to shape a high-performing, engaged culture where exceptional customer service and employee experience go hand in hand, while making a meaningful impact on our customers, teams, and business results. Position Responsibilities Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies. Use data and performance insights to identify call trends, service gaps, and improvement opportunities. Apply strong problem-solving, decision-making, and conflict resolution skills in a fast-paced, high-volume environment. Foster a highly engaged team culture through recognition, collaboration, open communication, and a positive work environment. Partner with business leaders and Workforce Management to ensure effective staffing, forecasting, and contingency planning. Collaborate with global partners to maintain consistent service performance across all contact centre locations. Oversee scheduling, volume management, and service levels to ensure excellent and professional customer experience. Lead strategic initiatives, manage multi-location performance, and strengthen operational effectiveness, efficiency, and risk management. Qualifications Proven leadership experience overseeing a large-scale, customer-facing contact centre operation, with accountability for service delivery, performance, and employee engagement. Demonstrated success leading organizational change and driving transformation initiatives within complex, high-volume service environments. Strong ability to influence and build credibility with employees, peers, and senior leaders across multiple levels of the organization. Proven people leadership capability, with a strong commitment to developing, coaching, and supporting teams across multiple geographies, including remote and offshore operations. Bilingualism in English and French is a strong asset. For candidates based in Québec, proficiency in both languages is required to support clients in jurisdictions both within and outside 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. 宏利金融有限公司是全球领先的金融服务提供商，致力于帮助大众轻松作出明智抉择，实现精彩人生。如欲了解更多关于我们的信息，请访问人寿保险-养老保险-健康保险-中宏保险官网。 宏利是平等機會僱主 在宏利／恒康，我们拥抱多元。我们致力于吸引、培养及挽留和所服务客户同样多元的员工，并从而营造包容的工作环境，接纳文化和个体差异。我们矢志维持公平的招聘、挽留、晋升及薪酬制度，我们管理的所有实践及项目不会因种族、血统、原籍地、肤色、族裔、国籍、宗教或宗教信仰、信仰、性别（包括怀孕及其相关情况）、性取向、遗传特征、退伍军人身份、性别认同、性别表达、年龄、婚姻状况、家庭状况、残疾或受适用法律保护的任何其他因素而区别对待。 我们的首要任务是消除障碍，为员工提供平等就业机会。人力资源部代表将尽力为应徵过程中提出要求的申请人提供合理协助。应徵人要求提供协助所分享的信息将会按照适用法律及宏利／恒康政策储存及使用。申请过程中如需协助，请联络 hr@manulife.com。 Referenced Salary Location: Halifax, Nova Scotia Working Arrangement: 混合办公 Salary range is expected to be between $108,000.00 CAD - $158,000.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions. 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. #J-18808-Ljbffr