Project Manager, Global Contact Center

Manulife; Montreal; Hybrid; CAD 90,000 - 140,000; Full time

Job summary

A leading international financial services provider is looking for a Project Manager to lead planning and implementation of Global Contact Center initiatives. The role involves collaboration with teams, effective communication, and successful project execution within established timelines and budgets. Candidates must have at least 5 years of relevant experience, ideally in financial services, and a bachelor's degree. Proficiency in English and French is required for Québec applicants. The position offers a hybrid working arrangement and a competitive salary range.

Benefits

Health and dental insurance

Mental health benefits

Retirement savings plans

Paid time off

Qualifications

• Minimum of 5 years in a Project Manager role.
• Experience in financial services or operations environments.
• Proficiency in both English and French if located in Québec.

Responsibilities

• Build and maintain positive relationships with segment leaders.
• Deliver reports, roadmaps, and project documentation.
• Execute initiatives using JIRA and monitor risks.
• Communicate effectively with collaborators.
• Plan and execute on transformation initiatives.

Skills

Interpersonal skills

Effective communication

Project management

Change management

Collaboration

Education

Bachelor's degree in Business or related field

Tools

JIRA

Confluence

Job description

We’re seeking a versatile Project Manager to take charge of the planning, implementation, and successful completion of Global Contact Center initiatives at Manulife. In this position, you’ll work closely with complementary teams to advance projects—on schedule, within financial limits, and in line with our strategic objectives. You’ll employ the MFC Change Enablement framework to facilitate smooth transitions, anticipate risks, and expertly address challenges. Success in this role demands strong interpersonal abilities, clear and compelling communication, and a strong capacity to develop collaborator alignment. If you’re enthusiastic about delivering high-quality outcomes and crafting the future of our Global Contact Center, we want to connect with you.

Position Responsibilities

• Build and maintain positive relationships with segment leaders and cross-functional teams to streamline decision-making and execute on transformation initiatives
• Deliver consistent, accurate reports, roadmaps, and project documentation for transparency and alignment.
• Use JIRA and other tools to execute on initiatives, handle financials, monitor risks/issues, and provide project transparency to Contact Center stakeholders
• Understand collaborator needs, communicate effectively, and secure support for successful outcomes.
• Take ownership for project commitments, decisions, and quality to promote trust and reliability.
• Plan, complete, and execute on Transformation initiatives to meet objectives, timelines, and budgets while ensuring quality standards.
• Incorporate standard methodologies and produce Change Management artifacts for Transformation initiatives, aligned toManulife’s Change Enablement framework.
• Collaborate across operations and Technology to exchange insights and support successful delivery of business case commitments, GCC targets and execute on GCC Strategy.
• Support business case planning and ad-hoc senior leadership reporting requests

Required Qualifications

• Minimum of 5 years in a Project Manager role, ideally within financial services or operations environments.
• Bachelor’s degree or equivalent experience in a relevant field (Business, Project Management, or related discipline).

Preferred Qualifications

• Experience in financial services and/or contact center operations.
• Professional certifications such as PMP or PRINCE2.
• Agile certifications (e.g., Scrum Master, Product Owner) combined with hands‑on experience using JIRA and Confluence.
• If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

When you join our team

• We’ll empower you to learn and grow the career you want.
• We’ll acknowledge and back you in a flexible setting where well‑being and inclusion mean more than just words.
• As part of our distributed team, we’ll support you in crafting the future you want to see.

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

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$90,000.00 CAD - $140,000.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.