Director/Associate Director, Customer Contact Centre Lead

This is a dynamic leadership role responsible for leading and empowering the customer service team to deliver best-in-class customer experiences. The role emphasizes people leadership with a growth and change mindset, fostering a customer-obsessed team culture, driving service excellence, and spearheading transformative initiatives aimed at achieving exceptional customer experience. The ideal candidate will be a strategic leader with a passion for developing high-performing teams and a commitment to continuous service improvement.

Position Responsibilities:

Winning Team Development:

• Lead, empower, and manage a diverse team of customer service professionals to achieve individual and team KPIs by establishing clear accountability and performance metrics.

• Cultivate an inclusive and collaborative environment that embodies a "one team" mentality, encouraging growth, innovation, and high staff engagement.

• Foster a culture that is deeply obsessed with understanding and meeting customer needs at every interaction.

Customer Experience Excellence:

• Develop and execute strategies to deliver superior customer service and exceed customer expectations.

• Effectively leverage data to monitor and analyze customer feedback and service metrics, identifying opportunities and establishing strategies and actions for improvement.

• Implement best practices and innovative solutions to improve customer interactions and service delivery.

• Monitor service volume and deploy workforce management strategies to ensure sufficient resources are in place to meet demand.

Transformation and Change Management:

• Actively engage and involve staff in the transformation journey, fostering a sense of ownership and collaboration throughout the process.

• Equip the team with the necessary skills and knowledge to effectively leverage digital tools and technologies, enhancing their ability to deliver exceptional service.

• Champion the adoption of new technologies and processes that enhance efficiency and customer satisfaction, providing training and support to ensure seamless integration.

• Manage change effectively by clearly communicating the vision, purpose, and benefits of transformation initiatives to the team and stakeholders, building consensus and driving commitment.

Stakeholder Engagement:

• Build and maintain strong relationships with key stakeholders to advocate for customer needs.

• Share customer insights and suggestions in decision-making processes, collaborating with other workstreams to enhance the overall customer experience.

• Work closely with product, distribution, marketing and other Operations teams to ensure a seamless customer journey.

Required Qualifications:

• University graduate with over 15 years of experience in customer service and call center operations, including 8+ years in leadership roles, demonstrating a strong track record in service excellence and team performance.

• Strong business acumen in customer service and operations management within the financial services sector, knowledge of the insurance industry as an advantage.

• Exemplary leadership skills with a proven ability to engage and develop high-performing teams, fostering a positive team culture and effectively influencing stakeholders at all levels.

• Experienced in leading transformation initiatives and managing change, with proficiency in leveraging customer service technologies and platforms for enhanced service delivery.

• Strategic leader with strong analytical skills and a data-driven approach to decision-making.

• Resilient and adaptable in fast-paced environments, committed to understanding and exceeding customer expectations.

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We 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 or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].