The Contact Centre Team Lead is responsible for leading and developing a team of customer service professionals to deliver exceptional customer experiences while achieving operational, quality and productivity targets. The role oversees day-to-day contact centre operations, manages performance, coaching and employee development, and ensures adherence to service standards, regulatory requirements and company policies.

As a people leader, the Team Lead drives a culture of service excellence, continuous improvement and accountability through effective coaching, performance management and stakeholder collaboration. The role also supports operational transformation initiatives, including digital, automation and AI-driven improvements, to enhance customer experience, productivity and business outcomes

Position Responsibilities:

• Lead the day-to-day operations of the assigned contact centre team and ensure customer enquiries are handled accurately, professionally and within agreed service standards.
• Set clear team goals, communicate priorities and monitor performance against service level agreements, quality standards and operational targets.
• Conduct regular one-to-one coaching, team huddles, performance reviews and development discussions.
• Review call and case quality, identify capability gaps and work with Training and Quality Assurance on targeted interventions.
• Provide real-time guidance on complex cases and manage escalated enquiries and complaints through timely investigation, resolution and service recovery.
• Track and analyse performance trends, prepare regular reports and recommend actions to improve customer satisfaction, quality, productivity and efficiency.
• Ensure staff comply with internal policies, procedures, data protection requirements and applicable regulatory standards.
• Support onboarding, knowledge checks and on-the-job development for new and existing team members.
• Partner with Operations, Quality Assurance, Training, Workforce Management, Human Resources and business stakeholders to resolve issues and deliver change.
• Maintain accurate team records covering attendance, coaching, performance, quality findings and follow-up actions.
• Identify recurring customer pain points and operational risks, and contribute to process, knowledgebase, self-service and digital-service improvements.
• Participate in projects for digital first improvements, AI powered initiatives to improve productivity and efficiency, and customer experience.

• Build an engaged, accountable and inclusive team culture that supports retention, collaboration and continuous learning.

Required Qualifications:

• At least 5 years of contact center or customer service experience
• Minimum 3 years in a supervisory or team-lead role
• A Diploma or Degree in any discipline

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].