AVP, Global Contact Centre Enablement

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, systems-thinking 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 AI-enabled 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 decision-making; define KPIs to measure enablement impact.

• Lead a team of business consultants and a globally distributed enablement organization to deliver data-grounded 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 enterprise-level 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 Québec-based 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:

• 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 [email protected].

Referenced Salary Location

Salary range is expected to be between

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 [email protected] 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 [email protected] 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.