Manulife Bank, Contact Centre Supervisor

Job summary

The supervisor is responsible for leading daily contact centre operations, including coaching, mentoring, and performance management of team members. They also coordinate with peers to drive business outcomes, manage KPIs, and support employee engagement and recruitment initiatives.

Job details

The Supervisor of the Manulife Bank Contact Centre is dedicated to encouraging a high-performing, engaged, and customer-centric team. This role involves providing direction, coaching, mentoring, and development opportunities to each team member. The Supervisor is responsible for the daily operations of their team, which includes ensuring adherence to department service standards through effective coaching, mentoring, and performance management, all while maintaining a strong customer focus. The Supervisor is a positive role model, offering robust support to direct reports, colleagues, and management through outstanding leadership. Additionally, the Supervisor is responsible for attracting and retaining top talent, thereby encouraging a cohesive and high-performing team. Position Responsibilities: Coordinate with peers across all locations to optimally lead the daily operations of Manulife Bank's contact centre team. Conduct regular mentor sessions using tools like call listening, call shadowing, and one-on-one meetings to drive business outcomes (KPIs). Hold regular team meetings to address service concerns, educate staff on initiatives, clarify performance expectations, and promote a team-based approach. Support employee engagement activities, assist in crafting and analyzing metric reports, provide feedback on audits, and recommend service recovery measures. Research and respond to raised inquiries, support team members, maintain a network of peers for effective collaboration, and actively participate in the hiring process. Required Qualifications: 3 years + of leadership experience, preferably in a dynamic and fast-paced contact center environment. Proficiency in Microsoft Office products (Excel, PowerPoint, Word), strong analytical and problem-solving skills, and expertise in using business system applications. Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec. Preferred Qualifications: Strong interpersonal abilities with excellent verbal and written communication skills. In-depth understanding of Manulife Bank's products, internal business processes, and workflows; ability to make informed and timely decisions. Proven ability to advise, influence, and take initiative; lead staff and customer relationships in a fast-paced environment; excellent organizational and multi-tasking skills; prioritize work to meet service levels and KPIs. 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 CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest Working Arrangement Hybrid Salary range is expected to be between $59,700.00 CAD - $99,500.00 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

The supervisor is responsible for leading daily contact centre operations, including coaching, mentoring, and performance management of team members. They also coordinate with peers to drive business outcomes, manage KPIs, and support employee engagement and recruitment initiatives.

Requirements

Candidates must have at least 3 years of leadership experience, preferably in a fast-paced contact centre environment. Proficiency in Microsoft Office and full bilingualism in English and French are required for this role.

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 plan
• Global share ownership plan
• Financial education and counseling
• Paid time off
• Holidays
• Vacation
• Personal days
• Sick days

Listed skills

• Leadership · Preferred
• Coaching · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Office · Preferred
• Microsoft Excel · Preferred
• Microsoft Word · Preferred
• Communication · Preferred
• Decision Making · Preferred
• Multi-Tasking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Coaching
• Mentoring
• Performance management
• Customer service
• Analytical skills
• Problem-solving
• Microsoft Office
• Excel
• PowerPoint
• Word
• Communication
• Decision making
• Multi-tasking
• Organizational skills
• Bilingualism
• Mentorship
• Business Process
• Key Performance Indicators (KPIs)
• Performance Management
• Management
• Operations
• Problem Solving
• Workflow Management
• Influencing Skills
• Microsoft PowerPoint
• Microsoft Excel
• Research
• Customer Service
• Auditing
• International Finance
• Proactivity
• Call Center Experience
• Time Off Management
• Multitasking
• Service Standards
• Mental Health
• Information Gathering
• Employee Engagement
• Business Systems
• Bilingual (French/English)
• Workplace Inclusivity
• Service Recovery
• Financial Education

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Administrative
• Contact Center Supervisor
• Customer Service Supervisor
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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