Complaints & Insights Consultant

The Complaints & Insights Consultant is a key member of the Global Contact Center Customer Care & Operations Enablement team, reporting to the AVP. This team is responsible for critical functions such as complaint handling for the Canada Segment, social media community management, early resolution, document management services for Canada Markets, and risk and reporting for Global Contact Centers.

In this role, the consultant is responsible for handling all complaint reporting needs across the Canada Segment, which includes Manulife Bank, Insurance, Affinity, Guaranteed Wealth Solutions, and Group Benefits. These reports provide valuable insights into customer problems and operational friction, serving as the voice of the customer to influence business improvements, improve customer dedication, and drive better experiences.

The position offers a hybrid work arrangement to balance flexibility and collaboration, with in-office days on Tuesday, Wednesday, and Thursday and remote work on other days. Preferred office locations include Waterloo, Halifax, and Toronto, supporting both team connectivity and work-life balance.

Position Responsibilities: 

• Captures, coordinates, and maintains data from various sources to ensure accuracy and completeness.
• Develops and delivers reports and data visualizations using tools like Salesforce, Power BI, or Excel to meet collaborator needs.
• Analyzes data to provide insights into business performance, identifying trends and opportunities for improvement.
• Works with internal teams to tailor insights that support objectives, encouraging a collaborative and global attitude.
• Ensures compliance with data handling regulations and identifies improvements in data processes for enhanced efficiency.
• Supports change and adapts to new challenges, fostering a positive and inclusive work environment.
• Required Qualifications: 
• Able to operate independently and meet deadlines with limited direct supervision.
• Superior reporting and facilitation skills.
• Excellent analytical, research/investigative, organization, problem-solving, decision-making, planning, and conflict leadership skills.
• Above average written communication skills: ability to convey sophisticated issues and ideas in plain language and assess the appropriate level of detail and audience.
• Proficiency in Microsoft Suite: SharePoint, Excel, Word, PowerPoint
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Québec.

Preferred Qualifications: 

• Knowledge of Canada Segment business units and the contact center environment 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.

#LI-Hybrid

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.