Avp Contact Centre Transformation

**_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 for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The opportunity**

At the core of our Canadian strategy, we put the customer at the center of everything we do. Our Canadian Contact Center organization is at the forefront of bringing this to life. We support all business areas within Manulife Canada including Insurance, Affinity, Group Benefits and Manulife Bank. We strive to deliver outstanding service with every interaction, and to enable our strategies through the delivery of a world class customer experience. This leadership role is an incredible opportunity to have a significant, strategic impact on our organization and customers.

As a newly created role, a key member of the Contact Centre Leadership team, the **AVP Contact Center Transformation **will be partner closely with the VP Contact Centre Operations in developing strategies and is accountable owning the team that plans and implements actions that transforms the business and drives the strategy forward. This role requires a deep understanding of the Contact Centre environment and a highly collaborative leader with proven capability in removing barriers and influencing collaborators to ensure business objectives are met. Acting as the ‘voice of the customer’ is critical in advancing our overall strategy to be customer obsessed at every touchpoint. They also need to anticipate, monitor, and proactively pivot their approach to developing trends that affect the business model. This includes awareness of technology, broader Segment projects, regulatory developments, and competitor actions.

**Responsibilities**
- Partner with the VP Contact Centre Operations on the development of Contact Centre strategy and action plans to evolve the ways in which we digitally service our customers
- Collaborate with critical partners and team members across the business to acquire input on the strategic plan and influence to ensure that objectives are implemented as per the plan
- Build and maintain regular reporting and communication to collaborators on progress against plans
- Build and maintain a hard-working team through ongoing coaching, engagement, and development of team members
- Provide direction and oversight on the digital transformation and continuous improvement of our Contact Centre operations to mitigate risk, drive cost efficiencies, and improve the customer experience
- Organized, self-directed, efficient, and able to manage complex projects in an agile framework

**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.
- You are a highly effective change agent who can thrive in an ambiguous and dynamic environment.

**What we are looking for**
- Relevant university education
- 10+ years of experience leading teams in a multi-national, complex, Contact Centre environment
- Knowledge of Banking, Insurance and Group Benefits is an asset
- Highly developed collaboration, communication and influencing skills
- Ability to lead large scale, complex and fast paced initiatives during periods of significant change
- Well-versed in crafting a strategic vision for the future of the Contact Center
- Strong business insight with experience in leading risk, training, and/or internal consultants
- Ability to work optimally within a geographically dispersed team and leverage knowledge across the organization.
- Bilingual (French & English) is 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