Director – Canada Retirement Contact Centre

Manulife

Contact Centre Director overseeing approximately 200 employees and 125,000 customer contacts monthly in Canada. Leading service excellence and operational effectiveness within Manulife's Canadian Retirement Contact Centres.

Posted 7/15/2026full-timeHalifax • 🇨🇦 CanadaLead💰 CA$108,000 - CA$158,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing large-scale customer-facing contact center operations, driving organizational change, and fostering team development. Proficient in using data insights for continuous improvement and enhancing service delivery.

Highest-signal resume keywords

Leadership ExperienceOrganizational Change ManagementBilingualism in English and FrenchProblem-Solving SkillsTeam Development and Coaching

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Decision-MakingConflict ResolutionInfluencing SkillsCollaborationOpen Communication

Industry Keywords

Customer ExperienceService DeliveryPerformance InsightsVolume ManagementOperational Effectiveness

About the role

Key responsibilities & impact

Lead continuous improvement efforts to enhance service delivery and eliminate inefficiencies
Use data and performance insights to identify call trends, service gaps, and improvement opportunities
Apply strong problem-solving, decision-making, and conflict resolution skills
Foster a highly engaged team culture through recognition, collaboration, and open communication
Partner with business leaders and Workforce Management for effective staffing and planning
Collaborate with global partners to maintain consistent service performance
Oversee scheduling, volume management, and service levels for excellent customer experience
Lead strategic initiatives, manage multi-location performance, and strengthen operational effectiveness

Requirements

What you’ll need

Proven leadership experience overseeing a large-scale, customer-facing contact centre operation
Demonstrated success leading organizational change and driving transformation initiatives
Strong ability to influence and build credibility with employees, peers, and senior leaders
Proven people leadership capability, with a strong commitment to developing, coaching, and supporting teams
Bilingualism in English and French is a strong asset

Benefits

Comp & perks

Health, dental, mental health, vision insurance
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Various retirement savings plans (including pension and global share ownership plan with employer matching)
Financial education and counseling resources
Generous paid time off program including holidays, vacation, personal, and sick days
Full range of statutory leaves of absence