Manager, Retirement Contact Centre

Job summary

Lead and support a team of 17–20 customer service professionals to achieve productivity and customer experience targets. Manage daily operations, including coaching, scheduling, performance analysis, and collaboration with internal stakeholders and risk teams.

Job details

The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center. Responsibilities: Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets. Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives. Review and analyze performance metrics regularly to drive continuous improvement. Implement service recovery actions in partnership with Contact Center leadership. Coordinate team reporting and trends, providing insights and required actions to the Director. Manage complex escalations and collaborate with customers, clients, and internal teams as needed. Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments. Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders. Qualifications: Strong expertise in contact centre operations, KPIs, workflows, and people management. 3–5 years of leadership experience in fast‑paced customer service environments. Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec. Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month. Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems. Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills. Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management. 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. The role being advertised is an existing vacancy. 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 hr@manulife.com. Referenced Salary Location Halifax, Nova Scotia Working Arrangement Hybrid Salary range is expected to be between $65,850.00 CAD - $109,750.00 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.

What you’ll do

Lead and support a team of 17–20 customer service professionals to achieve productivity and customer experience targets. Manage daily operations, including coaching, scheduling, performance analysis, and collaboration with internal stakeholders and risk teams.

Requirements

Requires 3–5 years of leadership experience in a fast-paced customer service environment and strong expertise in contact centre operations and KPIs. Proficiency in Microsoft Office and excellent communication, analytical, and problem-solving skills are essential.

Benefits

• Health insurance • Dental insurance • Mental health support • Vision insurance • Short-term disability • Long-term disability • Life insurance • AD&D insurance • Adoption/surrogacy support • Wellness benefits • Employee/family assistance plans • Retirement savings plans • Pension • Global share ownership plan • Paid time off

Listed skills

• Problem solving · Preferred
• Risk Management · Preferred
• Decision Making · Preferred
• Communication · Preferred
• Multi-Tasking · Preferred
• Microsoft Office · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Contact centre operations
• People management
• KPI analysis
• Coaching
• Performance management
• Customer experience
• Operational leadership
• Conflict resolution
• Risk management
• Microsoft Office
• Communication
• Analytical skills
• Decision-making
• Problem-solving
• Multi-tasking
• Relationship management
• Business Metrics
• Workplace Inclusivity
• People Management
• Workflow Management
• Time Off Management
• Bilingual (French/English)
• Information Gathering
• Microsoft Excel
• Artificial Intelligence
• Mental Health
• Customer Relationship Management
• Business Systems
• Call Center Experience
• Customer Service
• Continuous Improvement Process
• Financial Education
• International Finance
• Leadership
• Key Performance Indicators (KPIs)
• Risk Management
• Employee Onboarding
• Operations
• Performance Metric
• Microsoft PowerPoint
• Service Recovery
• Scheduling

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Administrative
• Contact Center Representative
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers