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Assistant Manager – Operations
ManulifeAssistant Manager, Operations leading a team that supports advisors and distribution partners at Manulife. Responsible for driving operational excellence and coaching Customer Service Professionals.
About the role
Key responsibilities & impact- Lead daily work activities by coordinating resources, monitoring progress, and communicating priorities
- Set clear performance expectations and provide regular feedback on service quality
- Assess team members’ strengths and create individualized development plans
- Support team members in resolving complex escalations and issues
- Identify, analyze, and implement solutions to operational errors and process gaps
- Collaborate with cross-functional partners to enhance service delivery
Requirements
What you’ll need- Minimum of 2 years’ experience managing a contact center or comparable operational team
- Strong analytical, investigative, and problem-solving skills with demonstrated ability to identify root causes and implement solutions
- High attention to detail and proactive learning mindset
- Excellent organizational and priority-management skills in a fast-paced environment
- Advanced influencing, negotiation, and conflict management capabilities
- Proven coaching and mentoring experience
- Intermediate to advanced proficiency in Microsoft Excel
- Bilingualism (English and French) is an asset
Benefits
Comp & perks- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability
- Life insurance
- Adoption/surrogacy benefits
- Employee/family assistance plans
- Retirement savings plans
- Generous paid time off program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft Excelproblem-solvinganalytical skillsinvestigative skillscoachingmentoring
Soft Skills
organizational skillspriority managementattention to detailinfluencingnegotiationconflict managementproactive learning mindset