Head of Contact Centre
Manulife
Quezon City, PH
1d ago

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Role and Responsibilities

Directly reporting to the Global Business Services (GBS) GM, this role is a strategic thought leader in accelerating transformation through hybrid delivery model and expanded footprint provided from onshore and offshore locations of the Contact Centre.

Responsibilities include the following :

  • Provide leadership and vision to the organization by assisting the GBS GM with the development of long range and annual plans, and with the evaluation and reporting of progress on plans.
  • Grow the business by increasing global footprint and developing existing and any new relationships in Contact Centre across all segments Asia, United States and Canada, Emerging Markets or New Market ventures.
  • Develop strategies and business plans to meet service level agreements & cost fit targets of Manulife
  • Continuously define and build SLA’s to provide customers and partners with positive experiences when transacting with GBS
  • Prepare recommendations and plans for implementation of service and procedural improvements within defined Manulife policies and strategies
  • Manage existing functional stakeholders and increase NPS scores
  • Provide leadership and direction to the function; ensure effective communication and foster a culture that motivates employees to accomplish company goals and objectives
  • Identify and recommend appropriate human resources to meet business needs in a cost-efficient manner
  • Engage and develop staff whilst promoting teamwork to ensure business sustainability through the comprehensive planning of current and future organization capabilities needs
  • Qualifications

  • Bachelor’s degree in any Business course or equivalent program
  • Minimum 20 years of relevant work experience with at least 5 recent years in related positions
  • Strong expertise in business process improvements; lean & six sigma skills are an advantage
  • Strong understanding of financial fundamentals and commercial drivers behind project business cases
  • Experience in executing complex, multi-year operations transformation programs with multiple variables and senior stakeholders, preferably with direct exposure to global operations and / or financial services
  • Execution-oriented with strong focus to deliver targeted outcomes
  • Demonstrated ability to create a compelling vision for the future and inspire commitment
  • Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.
  • Strong interpersonal skills and ability to work effectively across cultures. Excellent written and oral communication, and executive presence
  • Translates functional and business unit priorities into clear execution strategies and action plans
  • Excellent people leadership ability with passion for driving teams towards high performance
  • Assesses possible solutions using deep process and technical experience and uses judgement in handling escalated exceptions
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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