Assistant Manager, Business Support - Canada Contact Centre, Bank & Affinity

Manulife John Hancock; Montreal; On-site; CAD 85,000 - 110,000; Full time

Job summary

Manulife John Hancock in Canada seeks an analytics-driven professional within the Canada Contact Centre, Bank & Affinity. You will convert operational data, analytics and customer feedback into clear insights, support complex escalations and help leaders identify opportunities to improve service for customers and employees.

You will collaborate with cross-functional teams, translate data into actionable stories and influence decisions that optimize performance and customer experience.

Qualifications

• Accountability and organization; ability to own priorities and meet commitments.
• Strong analytical and problem-solving skills; move beyond numbers to explain meaning and action.
• Experience analyzing information from multiple sources and building accurate reports and presentations.
• Ability to simplify complex information and communicate trends, risks and recommendations to senior leaders.

Responsibilities

• Provide leadership and influence in leadership discussions, identifying opportunities and translating insights into action.
• Leverage global analytics and reporting to identify trends, risks and opportunities for the Bank & Affinity Contact Centre.
• Turn data into insight by mining and analyzing information from multiple sources.
• Tell the performance story with weekly, monthly, quarterly and ad-hoc reporting and presentations.
• Manage escalations from intake to resolution with clear ownership and customer-focused outcomes.
• Investigate escalations and recurring drivers to identify root causes and reduce friction.
• Monitor key performance measures and customer feedback to inform leadership decisions.
• Drive continuous improvement using data to simplify processes and strengthen controls.
• Build partnerships across Bank, Affinity and Operations to provide a holistic view.

Skills

Accountability

Analytical ability

Data reporting

Business storytelling

Escalation management

Continuous improvement

Communication

Growth mindset

Education

Bachelor's degree in business administration or related field

Job description

This new role within the Canada Contact Centre, Bank & Affinity is an exciting opportunity to broaden your business knowledge, strengthen your analytical and leadership capabilities, and gain exposure to senior leaders and partners across Operations. Your role converts operational data, global analytics and customer feedback into clear insights, supports complex escalations, and helps identify opportunities to make service easier, faster and better for our customers and employees. This is an ideal next step for a curious, accountable professional who enjoys analyzing information, solving problems, influencing outcomes and building a career within Canada Contact Centres. This is an individual contributor role reporting to the Director, Canada Contact Centre, Bank & Affinity.

Position Responsibilities:

• Provide leadership and influence: Contribute actively to Bank & Affinity Contact Centre leadership discussions, helping identify business opportunities, solve operational challenges and translate insights into action. Model Manulife's values, foster a positive growth mindset and support cross-functional initiatives that improve customer, employee and business outcomes.
• Own and leverage global analytics: Bring together relevant global analytics, operational reporting and performance insights to identify trends, emerging risks and opportunities. Connect broader enterprise insights with the realities of the Bank & Affinity Contact Centre to help leaders understand what matters and where action may be required.
• Turn data into insight: Mine, validate and analyze information from multiple sources to identify performance trends, customer friction, contact drivers, transfers, repeat contacts and opportunities for improvement.
• Tell the performance story: Create accurate and meaningful weekly, monthly, quarterly and ad-hoc reporting and presentations. Translate complex information into a clear business story, highlighting trends, risks, opportunities and recommended areas of focus for leadership.
• Manage escalations: Coordinate complex or sensitive management escalations from intake through resolution, ensuring clear ownership, timely communication and customer-focused outcomes.
• Find and address root causes: Investigate escalations, complaints and recurring customer-contact drivers to identify underlying issues and recommend actions that reduce friction and prevent repeat concerns.
• Support business decisions: Monitor key performance measures, global and local analytics, escalation themes and customer feedback. Elevate material risks and opportunities and provide insights that support timely, informed leadership decisions.
• Drive continuous improvement: Use data, analytics and operational insights to identify opportunities to improve processes, technology, training, communications and controls, with a focus on customer and employee experience.
• Build strong partnerships: Develop trusted relationships across Bank, Affinity and broader Operations. Partner with analytics, Workforce Management, Technology and other functional teams to bring together multiple perspectives and provide a holistic view of performance and the customer experience.
• Support strategic and ad-hoc priorities: Provide analytical and business support for emerging priorities, leadership requests, business reviews and initiatives requiring deeper analysis, coordination or executive-level storytelling.

Required Qualifications:

• Accountability and organization: Demonstrated ability to take ownership, manage competing priorities independently and consistently meet commitments.
• Analytical capability: Strong analytical, problem-solving and operational judgment, with the ability to move beyond reporting the numbers to explain what they mean, why they matter and where attention may be required.
• Data and reporting experience: Experience analyzing information from multiple sources and developing accurate reports, insights and presentations that support business decisions.
• Business storytelling: Ability to simplify complex information and clearly communicate trends, risks, opportunities and recommendations to different audiences, including senior leaders.
• Escalation management: Ability to investigate sensitive or complex issues, coordinate stakeholders, communicate clearly and drive matters through to resolution.
• Continuous improvement: Experience using data, process improvement and technology to simplify work, strengthen controls and improve customer and employee outcomes.
• Communication and influence: Strong written and verbal communication skills, with the ability to build trusted relationships and influence across functions and organizational levels.
• Growth mindset: Curiosity, adaptability and the confidence to challenge established practices constructively while remaining connected to the realities of frontline operations.
• Education or equivalent experience: A bachelor's degree in business administration or a related field, or an equivalent combination of education and