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.
Referenced Salary LocationCAN, Ontario, Toronto, 200 Bloor Street East
Working ArrangementHybrid
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 [redacted] 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 [redacted] for more information about U.S.-specific paid time off provisions.
