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Date Listed 22-Nov-16
Address , Waterloo, ON,
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Job Type Full-Time

Job Summary:

At Manulife, we’re committed to putting the customer at the centre of everything we do, and that focus is the foundation for our Customer Experience strategy. Reporting to the SEVP & General Manager of Canadian Division, this position is accountable for defining the vision and strategic direction of the Customer Experience organization, developing longer term holistic plans in support of the business strategy. Our Customer Experience organization supports all business lines within Manulife Canada; Investments, Insurance, Group Benefits and Pensions, Bank and Affinity Markets, and strives to deliver exceptional service with every moment of truth. Organizationally, this position is responsible for the leadership of 7 senior direct reports, who lead approximately 3000+ onshore resources and in excess of 1200 offshore resources, across multiple locations.

Key Accountabilities:

Strategy & Collaboration

As the head of the Canadian Customer Experience organization, you will drive the development and execution of the strategy that centres around the customer, which includes a specific focus on new service channels and the development of a digital service strategy. The role includes driving transformational change in how we deal with the customer, focusing on delivery of an excellent customer experience while using technology to digitize the customer journey and provide a more user friendly experience. The SVP also serves as a key member of the Canadian Division Executive Management Team, identifying and executing on opportunities for the business to achieve its goals. Participating as a key sponsor and decision-maker, this role provides guidance and direction on Divisional projects. As both a proponent of, and leader within, a matrix environment, the sharing and leveraging of knowledge and capabilities divisionally and globally, is essential to effectively working across a broad, diverse organization. The SVP will also be a key member of a number of global teams such as Brand Council, Global Operations Council, Operational Risk and Customer Experience Measurement team.

Service & Operational Excellence

With a divisional emphasis on developing deeper, longer lasting relationships with customers, each and every service experience becomes a moment of truth – an opportunity to delight a customer. In addition to setting the strategy that brings our customer focus to life, the SVP is ultimately accountable to ensure teams deliver an excellent service experience across locations, and different product lines. In addition to the customer experience, this leader will focus on ensuring lean processes so that the overall experience is improved through simplifications.


Employee and leadership engagement is paramount to our success in delivering an excellent customer experience. This leader fosters a high performing environment and looks for opportunities to engage employees and leaders alike by:

  • Leveraging the unique talents of others
  • Influencing and encouraging others to embrace and seek change
  • Attracting, developing, and retaining top talent by supporting growth and development
  • Fostering our culture behaviours: work as one (collaboration); question and innovate (innovation) own our future (empowerment)

Additionally, this role provides active leadership across the matrix organizations – including the business lines, the broader Customer Experience and Global Resourcing teams. This leadership role is both an influencer and a direct leadership role, who:

  • Challenges, coaches, counsels and enables the leadership team to develop to their fullest potential.
  • Supports managing talent across CX, and the Canadian Division business units for development and succession.
  • Provides guidance and direction to employees with regards to multiple business strategies and direction.
  • Aligns organizational roles and accountabilities with strategic objectives.
  • Sets the vision for talent requirements, both short term and long term, and provides support to direct reports in recruiting the required people to deliver each year’s plan and objectives.
  • Encourages efficiency and effectiveness in day to day customer experience

Risk Management:

This senior leadership role sets the overall strategy for executing effectively within our operational risk management framework across the Customer Experience organization. This individual actively endorses the ‘first line of defense’ mentality, ensuring there are ongoing risk assessments for changes in the environment to ensure the overall risk management program addresses current and emerging exposures.

Job Requirement (Experience, Knowledge) and Competencies:

  • 15+ years operations leadership experience, including leadership of large teams and significant operations and customer experience transformation
  • Demonstrated ability to develop and implement multi-faceted strategies including omni channel delivery of the customer experience
  • Expert problem solving, analytical, judgement and decision making skills
  • Ability to work effectively within a matrixed, geographically dispersed team
  • Ability to effectively communicate to varying audiences ranging from executives to front line employees and customers
  • Ability to thrive in a fast paced, and ever changing environment
  • Superior leadership skills with a demonstrated ability to motivate coach and mentor
  • Excellent organizational and prioritization skills
  • Makes decisions commensurate with greater depth of exposure on referred problem cases
  • Highly developed influencing and negotiating skills
  • Sound knowledge of emerging technology and business trends in the area of digitization and lean processing
  • Strong financial acumen with demonstrated experience in managing business risk and profitability
  • Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate with Executives, internals stakeholders, and customers
  • Bachelor’s Degree in a relevant discipline and/or relevant Master’s Degree considered an asset.

Key Leadership Behaviours

  • Highly effective Change Agent – embraces change and leads change management
  • Role model of ethics and integrity; building a culture of respect
  • Inspires and motivates others
  • Provides fearless advice
  • Results-driven; highly focused on accountability
  • Ability to manage multiple stakeholders; including our external clients and shareholders
  • Demonstrate a commitment to delivering excellent service balanced with appropriate risk management
  • Strategic perspective
  • Highly collaborative working style
  • Role Models the organization’s cultural behaviours of We Work As One (collaboration), We Question and Innovate (innovation) and We Own Our Future (accountability).
  • Ability to work in a complex environment providing simplification to the customer experience

Key Performance Goals/Measurement:

Financial Targets: Budget and expense targets

Key Metrics: Service KPIs, Expense Management results, Quality results, Manager Effectiveness Index; Manager Support Index, Net Promotor Scores, Customer Satisfaction Results; Employee Engagement; Strategic initiative deliverables

Organizational Assumptions: This role reports directly to the SEVP & GM of Canadian Division, however is also directly accountable for service delivery to the General Manager’s within the various lines of business.


500 King Street North

Kitchener Waterloo


N2J 2C6

Duration of employment: Permanent


Salary: $280,000 - $320,000

Benefits: 20 days vacation, Health and Dental coverage and pension benefits
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