The opportunity
Are you self-motivated, constantly driving innovation and efficiency by thinking like an entrepreneur? The Senior Business Consultant role within Manulife Contact Centre could be a perfect fit for you. Your creative solutions and bold ideas are what we are looking for within our team. This role will primarily support our Group Benefits business. As we focus on scalable initiatives and innovations, there may also be opportunities to work with other business units for Canada Segment including Manulife Bank, Insurance and Affinity.
The Manulife Contact Centre provides customer service to our Advisors, Clients and other key stakeholders. This team represents the voice and brand of Manulife to thousands of clients by responding to 100,000+ calls/emails per week and deliver top-quality service experiences. The Senior Business Consultant will be a crucial part of our team’s success.
Responsibilities/ Where you come in:
You will drive business growth, innovation and efficiencies through data-based analysis and collaboration with a team of analysts, developers and trainers
You will Influence key individuals to facilitate implementation of new initiatives and best practices.
You will bring strategic thinking to the team by providing input to business planning and direction
You will develop & present cost/benefit cases and alternative assessments for service and efficiency improvements
You will participate in Agile -based projects and initiatives by identifying and mitigating risks to the Contact Centre while collaborating to build the best solution for the business
You will collaborate with Internal/External audit to ensure risk is managed effectively
You will coordinate the management and ongoing maintenance of business continuity plans
How will you create impact?
Reporting to the Director, Readiness, Delivery and Change, Global Contact Centres, you will be empowered to initiate, plan and deliver solutions to improve client experience, create efficiencies, and align to our strategic direction. You will also be representing the Contact Centre in various projects and initiatives, identifying and mitigating risks as we grow, digitize processes, and introduce new technology. You will have an opportunity to do all this in a wonderfully collaborative, fun, and supportive environment.
What motivates you?
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
5-7 years of business analysis experience
Self-starter able to work independently even when there is ambiguity
Quick learner that can understand and apply new concepts quickly
Strong analytical, project management and/or problem-solving experience
Demonstrated expertise at evaluating the feasibility or practicality of ideas and options, assessing risks and tradeoffs
Ability to effectively communicate business needs and client/business impacts, both written and verbal
Proven track record of building strong relationships
Excellent ability to collaborate with people from various levels and teams to execute effectively on a comment goal or initiative
Passion for effortless customer service
Excellent, influencing, interpersonal and presentation skills
Demonstrated good judgement and flexibility in dynamic environment
Experience with Group Benefits and/or systems an asset
Experience with Project Management and/or Agile methodology an asset
Experience identifying and coordinating digital solutions an asset
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions…