Director, Canada Retirement Contact Centre at Manulife Insurance Malaysia — NeverHard

Overview The Contact Centre Director will lead the Canadian Retirement Contact Centres, a multi‑location operation of approximately 200 employees handling more than 125,000 customer contacts each month. This role shapes a high‑performing, engaged culture where exceptional customer service and employee experience go hand in hand, while driving business growth through service excellence and deep local market expertise. 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. Compensation and Benefits Salary range: $108,000.00‑$158,000.00 CAD (Hybrid 'Work From Home' arrangement). Additional incentive compensation tied to business and individual performance is available. Benefits include health, dental, vision, short‑and long‑term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, employee/family assistance plans, retirement savings plans with employer matching, paid time off, and statutory leaves of absence. Equal Opportunity Employer Manulife/John Hancock is an equal opportunity employer. We embrace diversity and are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, creed, sex (including pregnancy), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. #J-18808-Ljbffr