Manulife Bank, Contact Centre Supervisor

Manulife; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health benefits

Dental benefits

Mental health support

Retirement savings plans

Job summary

Manulife Bank Contact Centre is seeking a Supervisor who leads a high‑performing, customer‑centric team. You will coach, mentor, and develop team members while driving service standards and KPIs in a hybrid Montreal environment.

You will attract and retain top talent, provide leadership to direct reports, and collaborate with peers to optimize operations across locations. Strong bilingual communication and analytical skills are essential.

Qualifications

• 3+ years of leadership experience in a dynamic contact center environment.
• Fully bilingual (French/English) to support clients across jurisdictions outside Quebec.
• Strong analytical, problem-solving and MS Office skills.

Responsibilities

• Coordinate with peers across locations to lead daily operations of Manulife Bank's contact centre.
• Conduct mentor sessions using call listening, shadowing, and one-on-one meetings to drive KPIs.
• Hold regular team meetings to address service concerns and communicate performance expectations.
• Support engagement activities, analyze metric reports, and participate in hiring processes.

Skills

Leadership experience

Bilingual English/French

Microsoft Office

Coaching & mentoring

Performance management

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

The Supervisor of the Manulife Bank Contact Centre is dedicated to encouraging a high-performing, engaged, and customer-centric team. This role involves providing direction, coaching, mentoring, and development opportunities to each team member.

The Supervisor is responsible for the daily operations of their team, which includes ensuring adherence to department service standards through effective coaching, mentoring, and performance management, all while maintaining a strong customer focus. The Supervisor is a positive role model, offering robust support to direct reports, colleagues, and management through outstanding leadership. Additionally, the Supervisor is responsible for attracting and retaining top talent, thereby encouraging a cohesive and high-performing team.

Position Responsibilities:

• Coordinate with peers across all locations to optimally lead the daily operations of Manulife Bank's contact centre team.
• Conduct regular mentor sessions using tools like call listening, call shadowing, and one-on-one meetings to drive business outcomes (KPIs).
• Hold regular team meetings to address service concerns, educate staff on initiatives, clarify performance expectations, and promote a team-based approach.
• Support employee engagement activities, assist in crafting and analyzing metric reports, provide feedback on audits, and recommend service recovery measures.
• Research and respond to raised inquiries, support team members, maintain a network of peers for effective collaboration, and actively participate in the hiring process.

Required Qualifications:

• 3 years + of leadership experience, preferably in a dynamic and fast-paced contact center environment.
• Proficiency in Microsoft Office products (Excel, PowerPoint, Word), strong analytical and problem-solving skills, and expertise in using business system applications.
• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Strong interpersonal abilities with excellent verbal and written communication skills.
• In-depth understanding of Manulife Bank's products, internal business processes, and workflows; ability to make informed and timely decisions.
• Proven ability to advise, influence, and take initiative; lead staff and customer relationships in a fast-paced environment; excellent organizational and multi-tasking skills; prioritize work to meet service levels and KPIs.

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.

About Manulife and John Hancock

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.

Manulife is an Equal Opportunity Employer

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 [e-mail].

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Working Arrangement

Hybrid

Salary range is expected to be between

$59,700.00 CAD - $99,500.00 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 [e-mail] 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 [e-mail] 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.