Manulife Jobs

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

We’re looking for a Director for Quality Assurance to join our Global Contact Centre team. In this role, you are responsible for strategizing, designing, and implementing a QA global program that is comparable in maturity to other digital organizations the size of Manulife and that is metrics-driven delivering value through standardization, automation, and continuous improvement. You will also lead the Process Design Analyst (PDA) team and the Speech Analytics team.

Learn more about the opening below :

Key Responsibilities:

• Responsible for defining QA (Quality Assurance) strategy, approach, and execution across the Global Contact Centres, which supports several business units

• Ensuring adherence to the principles, guidelines, and best practices of the QA strategy through consistent education and upskilling

• Develop and implement a comprehensive quality program that aligns with global standards and best practices, ensuring consistency and effectiveness across all contact center locations

• Work closely with cross-functional teams to ensure that the customer-facing service experience meets or exceeds the organization's standards and aligns with customer expectations

• Be an escalation point for all matters related to quality assurance, PDA and Speech Analytics

Qualifications:

• Extensive experience of at least 5 years in a directorshiprole,with at least 3 yearsoverseeing a global contact center team (BPO/Shared services)

• Proven track record of successfully building and managing quality standardization programs across multiple geographies and time zones

• Strong understanding of technology solutions related to quality assurance and process optimization

• Strong background in translating data to improved customer experience/NPS

• Excellent communication and leadership skills, with the ability to collaborate effectivelywith cross-functional teams across different work setups

• Amenability to work in Quezon City

• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation

• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, SharePoint, Access)

Nice to haves:

• Strong exposure/knowledge of insurance/financial business (same industry as Manulife)

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .