The opportunity

Are you self-motivated, constantly driving innovation and efficiency by thinking like an entrepreneur? The Senior Business Consultant role within Manulife Contact Centre could be a perfect fit for you. Your creative solutions and bold ideas are what we are looking for within our team. This role will primarily support our Group Benefits business.  As we focus on scalable initiatives and innovations, there may also be opportunities to work with other business units for Canada Segment including Manulife Bank, Insurance and Affinity.

The Manulife Contact Centre provides customer service to our Advisors, Clients and other key stakeholders. This team represents the voice and brand of Manulife to thousands of clients by responding to 100,000+ calls/emails per week and deliver top-quality service experiences. The Senior Business Consultant will be a crucial part of our team’s success.

Responsibilities/ Where you come in:

• You will drive business growth, innovation and efficiencies through data-based analysis and collaboration with a team of analysts, developers and trainers
• You will Influence key individuals to facilitate implementation of new initiatives and best practices.
• You will bring strategic thinking to the team by providing input to business planning and direction
• You will develop & present cost/benefit cases and alternative assessments for service and efficiency improvements
• You will participate in Agile -based projects and initiatives by identifying and mitigating risks to the Contact Centre while collaborating to build the best solution for the business
• You will collaborate with Internal/External audit to ensure risk is managed effectively
• You will coordinate the management and ongoing maintenance of business continuity plans

How will you create impact?

Reporting to the Director, Readiness, Delivery and Change, Global Contact Centres, you will be empowered to initiate, plan and deliver solutions to improve client experience, create efficiencies, and align to our strategic direction. You will also be representing the Contact Centre in various projects and initiatives, identifying and mitigating risks as we grow, digitize processes, and introduce new technology. You will have an opportunity to do all this in a wonderfully collaborative, fun, and supportive environment.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• 5-7 years of business analysis experience
• Self-starter able to work independently even when there is ambiguity
• Quick learner that can understand and apply new concepts quickly
• Strong analytical, project management and/or problem-solving experience
• Demonstrated expertise at evaluating the feasibility or practicality of ideas and options, assessing risks and tradeoffs
• Ability to effectively communicate business needs and client/business impacts, both written and verbal
• Proven track record of building strong relationships
• Excellent ability to collaborate with people from various levels and teams to execute effectively on a comment goal or initiative
• Passion for effortless customer service
• Excellent, influencing, interpersonal and presentation skills
• Demonstrated good judgement and flexibility in dynamic environment
• Experience with Group Benefits and/or systems an asset
• Experience with Project Management and/or Agile methodology an asset
• Experience identifying and coordinating digital solutions an asset

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Base 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 base 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 hr@manulife.com 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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.