Job Title

Shape the future of customer service as the AVP for Global Contact Center Enablement at Manulife. Elevate operational strategies through learning and risk management. In this pivotal role, you will integrate learning and quality assurance to drive excellence in customer service for Manulifes Global Contact Center. By partnering with various operational leaders, you aim to enhance customer experiences while addressing regulatory requirements and embracing new technologies like AI. Your strategic vision will guide the teams in delivering effective consulting and support, ensuring seamless operational outcomes. Key Responsibilities: Develop comprehensive enablement strategies reflecting business goals Collaborate to foster growth and transformation in service delivery Monitor industry trends to inform learning priorities Lead risk and quality assurance initiatives effectively Provide insights for meaningful operational improvements Requirements: Over 10 years of experience in contact center leadership Demonstrated success in large-scale enablement and consulting Comprehensive knowledge of customer service dynamics Bilingual (French and English) is an asset Experience leading diverse teams and driving accountability Lead transformational changes in contact center operations, enhancing service delivery at Manulife. #J-18808-Ljbffr