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AVP, Global Contact Centre Enablement
ManulifeAVP leading Global Contact Centre Enablement strategy for Manulife across various regions and functions. Driving performance improvement and quality assurance in a complex, global environment.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- health, dental, mental health, vision insurance coverage
- short- and long-term disability insurance
- life and AD&D insurance coverage
- adoption/surrogacy benefits
- wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension)
- global share ownership plan with employer matching contributions
- financial education and counseling resources
- generous paid time off program (holidays, vacation, personal, and sick days)
- statutory leaves of absence
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
Contact Center OperationsLearning and DevelopmentQuality AssuranceRisk ManagementInternal ConsultingAI-enabled Performance SupportDigital TransformationAutomationKPI DefinitionCustomer Experience Improvement
Soft Skills
LeadershipStrategic ThinkingExecutive CommunicationInfluencing SkillsCoachingAccountabilityChange ManagementTeam DevelopmentCollaborationProblem Solving