Job Information
Manulife AVP, Global Contact Centre Enablement in Halifax, Nova Scotia
At Manulife, customers are at the center of everything we do and our Global Contact Center (GCC) is where that promise comes to life every day. We support millions of customers across Canada, the U.S., and Asia, spanning Insurance, Wealth, Group Benefits, Banking, and Affinity.
As AVP, Global Contact Center Enablement , you will be a key member of the GCC Leadership Team, setting a cohesive global enablement strategy across Learning , Risk , and Business Delivery.
Working across Operations, Technology, Risk, and Segment leaders, you will equip our contact centers with the capabilities, standards, insights, and advisory support needed to deliver great customer outcomes, while operating safely, efficiently, and in line with regulatory and conduct expectations.
This is an opportunity for a collaborative, systems-thinking leader who enjoys turning enterprise strategy into scalable execution, modernizing learning and quality, advancing responsible use of AI and automation, and enabling performance improvement across a complex, global environment.
Position Responsibilities:
Deliver a global Contact Center enablement strategy that aligns learning, quality, risk, and consulting to enterprise and segment priorities.
Partner with Contact Center Operations and Segment leaders to enable customer experience, growth, cost, and transformation outcomes.
Anticipate and respond to external and internal trends (AI, automation, regulatory change, and evolving customer expectations) and translate them into enablement priorities.
Lead Global Contact Center Learning to build consistent capabilities across roles, geographies, and business lines, modernizing delivery through digital, coaching, and AI-enabled performance support.
Own the Global Contact Center Risk, Quality & Assurance framework, including standards, monitoring, insights, and continuous improvement.
Partner with Risk and Compliance to ensure regulatory, conduct, and operational risk expectations are embedded in learning and operating practices.
Use quality, risk, and customer insights to inform learning priorities, operational improvements, and strategic decision-making; define KPIs to measure enablement impact.
Lead a team of business consultants and a globally distributed enablement organization to deliver data-grounded recommendations, remove barriers, accelerate execution, and sustain change across technology and operations initiatives.
Qualifications:
10+ years of progressive leadership in Contact Centers, Operations, Enablement, Risk, and/or Transformation within a complex, highly regulated environment.
Proven experience leading learning/capability, quality assurance, risk, and/or internal consulting functions at scale, with enterprise-level governance and measurable performance impact.
Deep understanding of contact center operating models and customer experience drivers (e.g., service, sales, productivity, quality, compliance), and how to translate insights into improved outcomes.
Bilingualism (English and French) is an asset; for Québec-based candidates, proficiency in both languages is required to support clients across provinces.
Demonstrated success building, leading, and developing large, geographically dispersed teams, including setting clear expectations, coaching leaders, and driving accountability.
Strong strategic thinking, executive communication, and influencing skills, with the ability to lead change across Operations, Technology, Risk, and business segments.
Experience enabling AI, digital transformation, and/or automation in a service environment (e.g., workforce tools, digital channels, agent assist, workflow automation) is an asset.
Knowledge of Insurance, Banking, Wealth, and/or Group Benefits products and customer journeys is an asset.
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.
Giới thiệu về Manulife và John Hancock
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ .
Manulife là Nhà sử dụng lao động không phân biệt đối xử
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với hr@manulife.com .
Referenced Salary Location
Halifax, Nova Scotia
Working Arrangement
Kết hợp
Salary range is expected to be between
$129,800.00 CAD - $241,200.00 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 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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .