Analytics & Ops Leader — Hybrid Canada Contact Centre

Manulife/John Hancock; Montreal; Hybrid; CAD 71,000 - 119,000; Full time

Benefits offered by this job

Health, dental and vision

Retirement savings plans

Paid time off and leaves

Job summary

The Canada Contact Centre, Bank & Affinity at Manulife/John Hancock seeks an analytical, curious professional to turn operational data, global analytics and customer feedback into clear insights. You will support complex escalations and identify opportunities to make service easier, faster and better for customers and employees.

Reporting to the Director, Canada Contact Centre, Bank & Affinity, this individual-contributor role offers exposure to senior leaders and partners and a path to broaden

Qualifications

• Demonstrated accountability, organization, and ability to manage competing priorities.
• Strong analytical, problem-solving and operational judgment to explain trends and actions.
• Experience analyzing information from multiple sources to support decisions.
• Ability to simplify complex information and present trends to senior leaders.
• Experience coordinating stakeholders and driving matters to resolution.
• Experience using data and process improvement to enhance customer outcomes.
• Excellent written and verbal communication to influence across functions.
• Curiosity and adaptability with a growth mindset.
• Bachelor’s degree in business administration or related field, or equivalent experience.

Responsibilities

• Lead Bank & Affinity Contact Centre leadership discussions to identify opportunities and translate insights into action.
• Combine global analytics, reporting and performance insights to spot trends and risks.
• Mine and analyze data from multiple sources to identify performance drivers and improvement opportunities.
• Create weekly to ad-hoc reports and presentations that tell a clear business story.
• Coordinate complex escalations from intake to resolution with clear ownership.
• Investigate escalations and root causes to reduce friction and repeat concerns.
• Monitor KPIs, analytics and customer feedback to support leadership decisions.
• Drive continuous improvement of processes, technology and training for better CX and EX.
• Build trusted partnerships across Bank, Affinity and Operations with analytics teams.

Skills

Accountability and organization

Analytical capability

Data and reporting

Business storytelling

Escalation management

Continuous improvement

Communication and influence

Growth mindset

Education or equivalent experience

Education

Bachelor's degree in business administration or related field

Job description

The Canada Contact Centre, Bank & Affinity at Manulife/John Hancock seeks an analytical, curious professional to turn operational data, global analytics and customer feedback into clear insights. You will support complex escalations and identify opportunities to make service easier, faster and better for customers and employees.

Reporting to the Director, Canada Contact Centre, Bank & Affinity, this individual-contributor role offers exposure to senior leaders and partners and a path to broaden