Job Summary:

Responsible for leading day-to-day operations and team performance while ensuring SLAs and business requirements are achieved. The role requires strong leadership, stakeholder management, reporting and analytical skills, with expertise in outbound call operations.

Key Accountabilities

• Manage daily operations and ensure SLA and performance targets are achieved.
• Coach and develop team members and address performance gaps.
• Manage escalations, scheduling, and operational requirements.
• Prepare and analyze weekly and monthly reports.
• Drive process improvements and operational efficiency.
• Partner effectively with BU, onshore, and offshore stakeholders.

Qualifications

• Leadership experience in a BPO environment.
• Strong outbound call operations experience.
• Excellent written, verbal, and stakeholder communication skills.
• Strong analytical, reporting, and MS Office skills.
• Able to manage multiple priorities and deliver under pressure and tight deadlines.
• FSI experience is an advantage.

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].