As our Contact Centre Director, you will lead our Canadian Retirement Contact Centres, a multi-location operation of approximately 200 employees handling more than 125,000 customer contacts each month. This is a unique opportunity to shape a high-performing, engaged culture where exceptional customer service and employee experience go hand in hand, while making a meaningful impact on our customers, teams, and business results.

Position Responsibilities:

• Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies.

• Use data and performance insights to identify call trends, service gaps, and improvement opportunities.

• Apply strong problem-solving, decision-making, and conflict resolution skills in a fast-paced, high-volume environment.

• Foster a highly engaged team culture through recognition, collaboration, open communication, and a positive work environment.

• Partner with business leaders and Workforce Management to ensure effective staffing, forecasting, and contingency planning.

• Collaborate with global partners to maintain consistent service performance across all contact centre locations.

• Oversee scheduling, volume management, and service levels to ensure excellent and professional customer experience.

• Lead strategic initiatives, manage multi-location performance, and strengthen operational effectiveness, efficiency, and risk management.

Qualifications:

• Proven leadership experience overseeing a large-scale, customer-facing contact centre operation, with accountability for service delivery, performance, and employee engagement.

• Demonstrated success leading organizational change and driving transformation initiatives within complex, high-volume service environments.

• Strong ability to influence and build credibility with employees, peers, and senior leaders across multiple levels of the organization.

• Proven people leadership capability, with a strong commitment to developing, coaching, and supporting teams across multiple geographies, including remote and offshore operations.

• Bilingualism in English and French is a strong asset. For candidates based in Québec, proficiency in both languages is required to support clients in jurisdictions both within and outside Quebec.

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.

Referenced Salary Location

Salary range is expected to be between

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 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 for more information about U.S.-specific paid time off provisions.