Halifax, Nova Scotia, Canada · Hybrid
$66k–$110k/yr
The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empow…
Skills: Contact centre operations, People management, KPI management, Coaching, Performance analysis
Waterloo, Ontario, Canada · Hybrid
$113k–$163k/yr
We are evolving the next generation of customer identity platforms and are seeking a Senior Technical Product Owner to lead strategy, execution, and outcomes for our Customer Identity and Access Management (CIAM) ecosyst…
Skills: Product ownership, CIAM, IAM, Authentication protocols, OIDC
Ho Chi Minh City, Vietnam · On-site
Job Profile Description Drive the development and execution of Manulife Vietnam's brand strategy to strengthen customer trust, drive brand-led growth, and reinforce Manulife's leadership in the life insurance market. Thi…
Skills: Brand Strategy, Integrated Marketing, Corporate Reputation, Customer Marketing, Stakeholder Management
Halifax, Nova Scotia, Canada · Hybrid
$125k–$175k/yr
Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better …
Skills: Product management, Customer experience strategy, AI-enabled product development, Data analytics, Stakeholder management
Waterloo, Ontario, Canada · Hybrid
$86k–$136k/yr
Join our Manulife Bank Technology Team! We’re looking for a Software Engineer with strong .NET and cloud experience to help design, develop, and support scalable, high-performance business applications. The ideal candida…
Skills: C#, .NET Core, ASP.NET Core, Azure, Azure Databricks
Toronto, Ontario, Canada · Hybrid
$73k–$122k/yr
As a member of the US Retirement Pricing team, the Pricing Specialist/ Senior Pricing Specialist supports business growth and client retention through financial analysis, pricing recommendations, and profitability assess…
Skills: Financial analysis, Pricing strategy, Profitability assessment, Risk analysis, Data analysis
Toronto, Ontario, Canada · Hybrid
$94k–$144k/yr
The successful candidate will be responsible for supporting the Financial Institutions Team’s most senior analysts in the administration of their fixed income portfolios and reinsurance counterparties. Specific responsib…
Skills: Financial analysis, Credit risk assessment, Investment research, Accounting, Financial statement analysis
El Segundo, California, United States · Hybrid
$78k–$141k/yr
Manulife Investment Management (“MIM”) is the global wealth and asset management segment of Manulife Financial Corporation. MIM's global real estate (“GRE”) platform provides investment solutions globally as part of its …
Skills: Financial modeling, Argus Enterprise, Microsoft Excel, Real estate investment, Asset management
Time, Illinois, United States · Remote OK
$80k–$139k/yr
Manulife John Hancock Investments, a division of Manulife Financial, is a premier global provider of asset management and investment solutions. We are seeking an External Wholesaler to drive sales by deepening relationsh…
Skills: Asset Management Wholesaling, Relationship Management, Sales Prospecting, Pipeline Development, Financial Presentation
Toronto, Ontario, Canada · Hybrid
$74k–$123k/yr
As a Senior Analyst, this opportunity allows you to engage in research and analysis to drive transformation initiatives and key strategic projects across Global Wealth and Asset Management (GWAM). You will be expected to…
Skills: Strategic analysis, Data analysis, Stakeholder management, Market research, First principle thinking
Quebec, Quebec, Canada · Remote OK
$53k–$88k/yr
The person in this position is responsible for analyzing rating and claims information, assessing the group’s specific risk characteristics, as well as delivering clear, accurate and complete renewals and amendments to o…
Skills: Underwriting, Risk Assessment, Bilingualism (English/French), Data Analysis, Pricing
Boston, Massachusetts, United States · Hybrid
$129k–$223k/yr
Do you believe great creative work doesn’t just look good—it drives the business forward? Are you energized by shaping brand moments, inspiring top talent, and turning strategy into standout experiences across the busine…
Skills: Creative leadership, Strategic direction, UI/UX design, Product design, Brand management
Toronto, Ontario, Canada · Hybrid
$86k–$136k/yr
Join our Canadian Segment Security Technology Team! Reporting to our Director, Business Unity Security Officer; this role belongs to the First Line of Defense. Our team performs risk-based information security assessment…
Skills: Cloud Security, Application Security, Data Protection, DevOps Pipelines, Information Risk Management
Halifax, Nova Scotia, Canada · Hybrid
$93k–$143k/yr
The Manager, Client Solutions CoE (Escalations) leads a team of Triage Analysts and Solutions Coordinators responsible for the intake, prioritization, coordination, and resolution of complex client issues across our Grou…
Skills: Escalation management, Team leadership, Retirement operations, Client services, Operational strategy
Toronto, Ontario, Canada · Hybrid
$86k–$136k/yr
The CyberArk Operations Analyst (Idira) is a key member of the Privileged Access Services Operations team, responsible for the day-to-day operation, support, and maintenance of CyberArk services. This role manages incide…
Skills: CyberArk, Privileged Access Management, Identity and Access Management, Incident Management, ServiceNow
Toronto, Ontario, Canada · Hybrid
$125k–$175k/yr
The Senior Director, Project Management Office is a senior‐level leadership role responsible for the end‑to‑end strategy, governance, and delivery of large and small scale internal construction projects across Canada and…
Skills: Project management, Construction management, Strategic planning, Program governance, Financial management
Singapore · Hybrid
Role Overview This role combines on-the-ground leadership of Singapore Investment Operations with regional responsibility as Asia Head of Fund Administration. The position is accountable for the effective delivery of fun…
Skills: Investment operations, Fund administration, NAV oversight, Third-party management, MAS regulatory compliance
Halifax, Nova Scotia, Canada · Hybrid
$118k–$168k/yr
The Director of Marketing Strategy, Manulife Bank will lead a team of marketing strategists responsible for developing and executing go-to-market strategies for Manulife Bank initiatives. This role owns the Manulife Bank…
Skills: Marketing strategy, Go-to-market planning, Team leadership, Strategic roadmap development, Financial services
Shibuya, Japan · Hybrid
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 te…
Skills: Compliance, Risk Management, Regulatory Reporting, Internal Controls, Financial Services
Boston, Massachusetts, United States · Hybrid
$129k–$223k/yr
The Brand Director is a senior individual contributor responsible for shaping and advancing the John Hancock brand strategy across US B2B audiences. This role operates with is responsible for developing and executing str…
Skills: Brand strategy, Strategic marketing, Brand management, Brand positioning, Integrated brand campaigns
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Lead and support a team of 17–20 customer service professionals to achieve operational productivity and customer experience targets. Manage daily operations, including coaching, performance analysis, scheduling, and collaboration with internal stakeholders and risk teams.
Requires 3–5 years of leadership experience in a fast-paced customer service environment and strong expertise in contact centre operations and KPIs. Proficiency in Microsoft Office and excellent communication, analytical, and problem-solving skills are essential.
The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center.
Responsibilities:
Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
Review and analyze performance metrics regularly to drive continuous improvement.
Implement service recovery actions in partnership with Contact Center leadership.
Coordinate team reporting and trends, providing insights and required actions to the Director.
Manage complex escalations and collaborate with customers, clients, and internal teams as needed.
Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments.
Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders.
Strong expertise in contact centre operations, KPIs, workflows, and people management.
3–5 years of leadership experience in fast‑paced customer service environments.
Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month.
Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems.
Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills.
Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management.
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.
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.
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.
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.
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration. Visit www.Manulife.com to find out more. For Manulife terms of use, please visit http://bit.ly/SM_Terms
Offices: 200 Bloor St E, Toronto, Ontario M4W, CA · 223 Wai Yip St, Kwun Tong, Hong Kong, HK · 51 Bras Basah Rd, Singapore, Singapore 189554, SG · 250 Bloor St E, Toronto, ON M4W 1E6, CA · Jalan Jenderal Sudirman, Lombok Barat, West Nusa Tenggara 83311, ID
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration. Visit www.Manulife.com to find out more. For Manulife terms of use, please visit http://bit.ly/SM_Terms
Offices: 200 Bloor St E, Toronto, Ontario M4W, CA · 223 Wai Yip St, Kwun Tong, Hong Kong, HK · 51 Bras Basah Rd, Singapore, Singapore 189554, SG · 250 Bloor St E, Toronto, ON M4W 1E6, CA · Jalan Jenderal Sudirman, Lombok Barat, West Nusa Tenggara 83311, ID
