Complaints & Insights Consultant
About The Position
The Complaints & Insights Consultant is a key member of the Global Contact Center Customer Care & Operations Enablement team, reporting to the AVP. This team is responsible for critical functions such as complaint handling for the Canada Segment, social media community management, early resolution, document management services for Canada Markets, and risk and reporting for Global Contact Centers. In this role, the consultant is responsible for handling all complaint reporting needs across the Canada Segment, which includes Manulife Bank, Insurance, Affinity, Guaranteed Wealth Solutions, and Group Benefits. These reports provide valuable insights into customer problems and operational friction, serving as the voice of the customer to influence business improvements, improve customer dedication, and drive better experiences. The position offers a hybrid work arrangement to balance flexibility and collaboration, with in-office days on Tuesday, Wednesday, and Thursday and remote work on other days. Preferred office locations include Waterloo, Halifax, and Toronto, supporting both team connectivity and work-life balance.
Requirements
- Able to operate independently and meet deadlines with limited direct supervision.
- Superior reporting and facilitation skills.
- Excellent analytical, research/investigative, organization, problem-solving, decision-making, planning, and conflict leadership skills.
- Above average written communication skills: ability to convey sophisticated issues and ideas in plain language and assess the appropriate level of detail and audience.
- Proficiency in Microsoft Suite: SharePoint, Excel, Word, PowerPoint
Nice To Haves
- Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Québec.
- Knowledge of Canada Segment business units and the contact center environment is an asset.
Responsibilities
- Captures, coordinates, and maintains data from various sources to ensure accuracy and completeness.
- Develops and delivers reports and data visualizations using tools like Salesforce, Power BI, or Excel to meet collaborator needs.
- Analyzes data to provide insights into business performance, identifying trends and opportunities for improvement.
- Works with internal teams to tailor insights that support objectives, encouraging a collaborative and global attitude.
- Ensures compliance with data handling regulations and identifies improvements in data processes for enhanced efficiency.
- Supports change and adapts to new challenges, fostering a positive and inclusive work environment.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada includes holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
