Director, Canadian Contact Center

Manulife • Waterloo, ON

7d • CA$108,000 - CA$158,000 • Hybrid

About The Position

Our Global Contact Centre Operations team plays a critical role in delivering a seamless, end-to-end customer experience across business units and markets. Through service excellence, customer focus, and the strength of our global scale and local market expertise, we help drive business growth and strengthen our competitive advantage. As Contact Centre Director, you will lead our Canada Bank and Affinity contact centres, an organization of approximately 250 employees handling more than one million customer contacts each month across multiple locations. This is a high-impact leadership role where you will shape service delivery, inspire teams, and foster a culture where exceptional customer care and employee engagement go hand in hand.

Requirements

• Significant leadership experience in a large-scale, customer-facing contact centre environment, with accountability for operational performance, service delivery, and team outcomes
• Prior experience at a leadership level within the Financial Services industry
• Proven success leading change management initiatives, including driving adoption, building alignment, and delivering results in evolving operational environments
• Exceptional ability to influence and build credibility with employees, peers, senior leaders, and business partners across all levels of the organization
• Demonstrated people leadership with a strong commitment to coaching, developing, and supporting teams across multiple geographies, including remote and offshore environments
• Strong continuous improvement mindset, with the ability to identify opportunities to enhance service, streamline processes, and improve operational efficiency
• Demonstrated ability to leverage data and insights to assess performance trends, identify service improvement opportunities, and inform strategic decision-making
• Strong analytical, problem-solving, decision-making, and conflict resolution skills, with the ability to lead effectively in a high-volume, fast-paced, and changing environment
• Proven ability to foster employee engagement and inclusion through recognition, open communication, collaboration, and a strong people-first leadership approach

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 Quebec

Responsibilities

• Provide strategic leadership to direct reports, driving accountability for service, quality, and key performance outcomes while building a high-performing, customer-focused culture
• Lead scheduling, volume management, and performance strategies to ensure calls and emails are handled within defined service standards and delivered with professionalism and a strong focus on customer experience
• Oversee contact centre operations across multiple locations, including offshore teams, to ensure consistent performance, adherence to service standards, and alignment with customer experience and employee performance expectations
• Champion customer experience and contact centre strategic initiatives that enhance service delivery, operational performance, and business outcomes
• Lead and influence organizational initiatives and team structures by identifying and implementing solutions that reduce service disruption and improve operational effectiveness, efficiency, and scalability
• Partner closely with business stakeholders and Workforce Management to deliver effective forecasting, staffing, and contingency planning that ensures resiliency and front-line service continuity during changing business demands
• Collaborate with global strategic partners to drive service performance, operational alignment, and a consistent customer experience across all locations
• Contribute as a key member of the Contact Centre leadership team, helping to strengthen governance, support sound decision-making, and maintain a strong risk management and control environment

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed