Leadership Capability Coach

Become a Leadership Capability Coach and help enhance leadership effectiveness for contact center leaders. Support with mentorship, aligning leadership with organizational goals, and using insights to improve performance. What makes this opportunity outstanding?

At Manulife, you’ll be part of an ambitious team dedicated to encouraging world-class leadership within our customer service division. You will have the chance to build and develop leaders who are pivotal in delivering exceptional customer experience. This role is perfect for someone who is passionate about coaching, thrives in a collaborative environment, and is committed to driving flawless execution.

Position Responsibilities

• Provide on-the-job coaching and cultivate leadership skills for team leaders, managers, and directors.
• Develop and implement coaching routines aligned with performance enablement strategies.
• Use performance data to guide coaching priorities and provide insights for performance improvement.
• Ensure coaching practices align with organizational goals and develop a customer-obsessed culture.
• Identify operational challenges and integrate industry protocols for continuous improvement.
• Develop an inclusive work environment, acting as a communication liaison frontline teams and leadership.
  
  

Required Qualifications

• Post-secondary education in Business, Human Resources, Psychology, Adult Education, or a related field.
• 3–5 years of experience in coaching/mentoring, leadership development, or performance enablement, preferably in a contact centre or customer experience environment.
• Experience assisting frontline leaders (e.g., Team Leads, Managers) through coaching and growth.
  
  

Preferred Qualifications

• Experience in a matrixed or global organization is a valuable asset.
• Demonstrated capability in providing valuable on-the-job coaching and facilitating productive feedback discussions.
• Strong understanding of performance metrics and data-driven coaching strategies.
• Skilled in adult learning principles and leadership development methodologies.
• Excellent communication and social skills, with the ability to build trust and influence without authority.
• Familiarity with coaching platforms, performance dashboards, and proficiency in Microsoft Office Suite; experience with Salesforce or other contact centre platforms is a plus.
  
  

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.
  
  

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 hr@manulife.com.

Working Arrangement

Hybrid

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