Job Title

At Manulife, customers are at the center of everything we do and our Global Contact Center (GCC) is where that promise comes to life every day. We support millions of customers across Canada, the U.S., and Asia, spanning Insurance, Wealth, Group Benefits, Banking, and Affinity. As AVP, Global Contact Center Enablement , you will be a key member of the GCC Leadership Team, setting a cohesive global enablement strategy across Learning , Risk , and Business Delivery . Working across Operations, Technology, Risk, and Segment leaders, you will equip our contact centers with the capabilities, standards, insights, and advisory support needed to deliver great customer outcomes, while operating safely, efficiently, and in line with regulatory and conduct expectations. This is an opportunity for a collaborative, systemsthinking leader who enjoys turning enterprise strategy into scalable execution, modernizing learning and quality, advancing responsible use of AI and automation, and enabling performance improvement across a complex, global environment. Position Responsibilities Deliver a global Contact Center enablement strategy that aligns learning, quality, risk, and consulting to enterprise and segment priorities. Partner with Contact Center Operations and Segment leaders to enable customer experience, growth, cost, and transformation outcomes. Anticipate and respond to external and internal trends (AI, automation, regulatory change, and evolving customer expectations) and translate them into enablement priorities. Lead Global Contact Center Learning to build consistent capabilities across roles, geographies, and business lines, modernizing delivery through digital, coaching, and AIenabled performance support. Own the Global Contact Center Risk, Quality & Assurance framework, including standards, monitoring, insights, and continuous improvement. Partner with Risk and Compliance to ensure regulatory, conduct, and operational risk expectations are embedded in learning and operating practices. Use quality, risk, and customer insights to inform learning priorities, operational improvements, and strategic decisionmaking; define KPIs to measure enablement impact. Lead a team of business consultants and a globally distributed enablement organization to deliver datagrounded recommendations, remove barriers, accelerate execution, and sustain change across technology and operations initiatives. Qualifications 10+ years of progressive leadership in Contact Centers, Operations, Enablement, Risk, and/or Transformation within a complex, highly regulated environment. Proven experience leading learning/capability, quality assurance, risk, and/or internal consulting functions at scale, with enterpriselevel governance and measurable performance impact. Deep understanding of contact center operating models and customer experience drivers (e.g., service, sales, productivity, quality, compliance), and how to translate insights into improved outcomes. Bilingualism (English and French) is an asset; for Qubecbased candidates, proficiency in both languages is required to support clients across provinces. Demonstrated success building, leading, and developing large, geographically dispersed teams, including setting clear expectations, coaching leaders, and driving accountability. Strong strategic thinking, executive communication, and influencing skills, with the ability to lead change across Operations, Technology, Risk, and business segments. Experience enabling AI, digital transformation, and/or automation in a service environment (e.g., workforce tools, digital channels, agent assist, workflow automation) is an asset. Knowledge of Insurance, Banking, Wealth, and/or Group Benefits products and customer journeys is an asset. When you join our team Well empower you to learn and grow the career you want. Well recognize and support you in a flexible environment where wellbeing and inclusion are more than just words. As part of our global team, well support you in shaping the future you want to see The role being advertised is an existing vacancy. Manulife es un empleador que ofrece igualdad de oportunidades En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retencin de talento, el ascenso y la remuneracin, y administramos todas nuestras prcticas y programas sin discriminacin por motivos de raza, ascendencia, lugar de origen, color, origen tnico, ciudadana, religin o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientacin sexual, caractersticas genticas, condicin de veterano, identidad de gnero, expresin de gnero, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajar con los solicitantes que requieran una adaptacin razonable durante el proceso de solicitud. Toda la informacin que se haya compartido durante el proceso de solicitud de adaptacin se almacenar y utilizar de manera congruente con las leyes y las polticas de Manulife/John Hancock correspondientes. Para solicitar una adaptacin razonable en el proceso de solicitud, envenos un mensaje a . Referenced Salary Location Halifax, Nova Scotia Modalidades de Trabajo Hbrido Salary range is expected to be between $129,800.00 CAD - $241,200.00 CAD Los empleados tambin tienen la oportunidad de participar en programas de incentivos y recibir una compensacin vinculada al rendimiento empresarial e individual. El salario real variar segn las condiciones del mercado local, la geografa y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educacin/formacin. Si solicitas este puesto fuera de tu ubicacin principal, por favor escrbenos a para conocer el rango salarial correspondiente a tu ubicacin. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontolgicos, de salud mental, oftalmolgicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopcin/subrogacin y bienestar, y planes de asistencia al empleado/familiar. Tambin ofrecemos a los empleados admisibles varios planes de ahorro para la jubilacin (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educacin financiera. Nuestro generoso programa de tiempo libre remunerado en Canad incluye feriados, vacaciones, das personales y das por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se est postulando para este puesto en los EE. UU., pngase en contacto con para obtener ms informacin sobre las disposiciones relativas al tiempo libre remunerado especficas de EE. UU. 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