Reporting & Insights Lead

We are seeking a Reporting & Insights Lead to establish and own the reporting strategy for Amazon Connect across Canada, US, and GWAM. This role would be responsible for ensuring leaders have access to consistent, meaningful, and actionable insights that support decision-making, operational improvements, and strategic planning. The role would bridge business and analytics teams, helping transform data into clear narratives, recommendations, and measurable outcomes while ensuring reporting standards and KPI definitions remain aligned across business units. Position Responsibilities: Develop and maintain a unified reporting and insights strategy across Amazon Connect Establish and govern KPI definitions, measurement standards, and reporting methodologies Partner with business stakeholders to identify reporting requirements and prioritize insight opportunities Transform operational and customer experience data into actionable recommendations for leadership Create executive-level reporting, dashboards, scorecards, and performance reviews Identify emerging trends, risks, and opportunities through proactive analysis Work with technology and data teams to ensure reporting solutions align with business needs Reduce duplication and improve consistency across existing reporting assets and processes Support strategic initiatives by defining success measures and establishing outcome-based reporting Required Qualifications: Experience in reporting, business intelligence, analytics, insights, or strategy roles Strong ability to translate complex data into concise business recommendations Experience working with executive stakeholders and presenting insights to leadership teams Knowledge of contact center, customer experience, operations, or digital channel reporting would be an asset Ability to balance strategic thinking with hands-on delivery of reporting and analysis 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 [email protected]. Referenced Salary Location CAN, Ontario, Toronto, 200 Bloor Street East Working Arrangement Hybrid Salary range is expected to be between $73,725.00 CAD - $122,875.00 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 [email protected] 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 [email protected] 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.

The Reporting & Insights Lead will establish and govern a unified reporting strategy for Amazon Connect across multiple regions to support strategic decision-making. They will partner with business stakeholders to transform operational data into actionable insights and executive-level dashboards.

Candidates must have professional experience in reporting, business intelligence, or analytics roles with a strong ability to translate complex data into business recommendations. Experience presenting insights to executive leadership and knowledge of contact center or customer experience operations is highly valued.

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

• Data visualizationPreferred
• Executive ReportingPreferred
• Stakeholder ManagementPreferred

Identified from the job description. Confirm important requirements above.

• Reporting strategy
• Business intelligence
• Data analytics
• KPI definition
• Strategic planning
• Operational improvement
• Executive reporting
• Dashboard creation
• Data visualization
• Stakeholder management
• Customer experience analysis
• Contact center operations
• Trend analysis
• Performance review
• Data storytelling
• Reporting and Analysis
• Workplace Inclusivity
• Amazon Connect
• Reporting Solutions
• Time Off Management
• Information Gathering
• Artificial Intelligence
• Mental Health
• Business Intelligence
• Dashboard
• Strategic Planning
• Decision Making
• Customer Service
• Financial Education
• International Finance
• Leadership
• Key Performance Indicators (KPIs)
• Operations
• Performance Review
• Strategic Thinking

• Data & Analytics
• Management & Leadership
• Finance & Accounting
• Technology
• Customer Service & Support
• Insights and Reporting Analyst
• Business Analysis Manager
• Management and Organization Analysts
• Management Analysts

Minimum experience

5+ years

Apply by

Sep 18, 2026

Posting language

English

Working hours

40 hours per week