The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center.

Responsibilities:

• Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.

• Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.

• Review and analyze performance metrics regularly to drive continuous improvement.

• Implement service recovery actions in partnership with Contact Center leadership.

• Coordinate team reporting and trends, providing insights and required actions to the Director.

• Manage complex escalations and collaborate with customers, clients, and internal teams as needed.

• Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments.

• Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders.

Qualifications:

• Strong expertise in contact centre operations, KPIs, workflows, and people management.

• 3–5 years of leadership experience in fast‑paced customer service environments.

• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

• Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month.

• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems.

• Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills.

• Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management.

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.