Directeur(trice) adjoint(e), Exploitation, Abitibi-Témiscamingue-Ouest (Guigues)

Position Responsibilities

Lead daily work activities by coordinating resources, monitoring progress, communicating priorities, and ensuring achievement of service-level and performance metrics.

Set clear performance expectations and provide regular, structured feedback on service quality, productivity, and outcomes.

Assess team members’ strengths and development needs; create and maintain individualized development plans; provide ongoing coaching to promote accountability and skill development.

Support team members in resolving complex escalations, investigations, and high-impact advisor or business issues.

Identify, analyze, and implement solutions to operational errors, process gaps, and emerging business needs.

Address non-standard or complex issues by establishing sustainable processes and ensuring clear understanding and adoption across the team.

Drive continuous process improvement by identifying barriers, risks, and inefficiencies, and recommending actionable solutions.

Collaborate with cross‑functional partners to enhance service delivery, resolve issues, and support operational initiatives.

Analyze trends related to advisor inquiries, errors, and business practices, and contribute to the development of action plans.

Research and resolve complex issues, analyze data, and effectively communicate findings and recommendations to leadership.

Required Qualifications

Exceptional verbal and written communication skills, including strong presentation abilities.

Minimum of 2 years’ experience managing a contact center or comparable operational team.

Strong analytical, investigative, and problem‑solving skills with demonstrated ability to identify root causes and implement solutions.

High attention to detail, proactive learning mindset, and willingness to seek clarity when needed.

Excellent organizational and priority‑management skills in a fast‑paced environment.

Advanced influencing, negotiation, and conflict management capabilities.

Proven coaching and mentoring experience.

Intermediate to advanced proficiency in Microsoft Excel.

Demonstrated critical‑thinking skills, with the ability to address both immediate issues and underlying systemic problems.

Preferred Qualifications

Strong working knowledge of Distributor Services workflows, procedures, and supporting systems, including their capabilities and limitations.

Ability to understand the broader business context and apply sound judgment and creative problem‑solving.

Demonstrated ability to perform effectively under pressure, manage competing priorities, and adapt to change.

Quick learner with strong collaboration and relationship‑building skills.

Proven ability to investigate complex, time‑sensitive, and high‑impact cases with a focus on clear communication, relationship management, and conflict resolution.

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 Quebec.

Equal Opportunity Employer Manulife is an Equal Opportunity Employer. We embrace diversity and commit to fair recruitment, retention, advancement, and compensation. We administer all practices and programs without discrimination on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion, 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.

**Location**: Halifax, Nova Scotia **Working Arrangement**: Hybrid **Salary Range**: $65,850.00 CAD – $109,750.00 CAD

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