- Lead and manage a team of Quality Supervisors and Specialists responsible for evaluating customer interactions and transactions across various customer channels.
- Maintain and deliver management reports supported by insights that identify opportunities to improve people, processes, and systems related to customer management, customer pain points, contact drivers, compliance, and frontline capability.
- Conduct deep‑dive sessions with Quality Assurance, Operations, Segment Process Owners, Centers of Excellence, vendors, and other support teams that influence or impact customer experience.
- Review passed and failed quality scores (including NPS when needed) to identify customers requiring recovery actions, immediate fixes, and department‑level improvement initiatives.
- Monitor quality and compliance trends and provide actionable insights to achieve customer experience goals—including STP, eNPS, and overall service quality.
- Ensure alignment and consistent implementation of the Quality & Compliance Framework across operations, working closely with Business Operations and Risk & Compliance teams.
- Drive a culture of customer experience excellence by ensuring quality standards are well understood, implemented, and upheld across the organization.
- Minimum of 5 years of experience leading operational teams; experience in Quality Assurance is an advantage.
- Strong collaboration skills and demonstrated experience in stakeholder management.
- Intermediate to advanced proficiency in Microsoft Excel and PowerPoint (or Canva).
- Lean Six Sigma White / Yellow Belt Certified
- Knowledge on 7 Basic Quality Tools:
- Pareto Chart
- Check Sheet
- Histogram
- Scatter Plot (or Scatter Diagram)
- Process Map (also known as Flowchart)
- Control Chart
- Cause and Effect Diagram (also known as Fishbone or Ishikawa Diagram)
- Knowledge on Basic Quality Management Standards (PQA, ISO 9001 or COPC)
- Design Thinking Trained and certified.
- Lean Six Sigma Greenbelt Certified or Trained
- Background in Quality Management, Operational Excellence, Customer Experience, or Process Improvement.
- Experience in designing or managing quality frameworks and systems.
- Exposure to regulatory compliance or risk management environments.
- Familiarity with data analysis and insight‑generation related to customer experience.
- Experience working in a fast‑paced, highly regulated environment.
- 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].
Working Arrangement
Top Skills
What We Do
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.
Visit www.Manulife.com to find out more.
For Manulife terms of use, please visit http://bit.ly/SM_Terms
