Contact Center Lead Customer Care

The Contact Center Lead plays a pivotal role in Manulife’s Unassigned Customer Management (UCM) program by leading and guiding the outbound CSR team to deliver exceptional service to customers without an assigned Financial Advisor. This role ensures operational excellence, compliance, and customer satisfaction through proactive oversight, coaching, and performance management.

By managing structured outbound campaigns and ensuring quality after-sales servicing, the Lead safeguards policy persistency, strengthens customer trust, and drives retention. Beyond team management, the Lead partners with cross-functional stakeholders to optimize processes, reinforce compliance, and continuously improve customer experience. Ultimately, this position is a leadership function that ensures the UCM program consistently delivers world-class service and contributes directly to Manulife’s retention strategy.

Position Responsibilities

PRINCIPAL ACCOUNTABILITY 1: CLIENT ENGAGEMENT & OUTREACH

This accountability ensures that orphan clients—those without an assigned Financial Advisor—remain consistently engaged, informed, and supported through structured outbound campaigns. The Lead plays a critical role in reinforcing Manulife’s position as a trusted partner by overseeing the team’s outreach activities, ensuring professionalism, empathy, and compliance in every customer interaction. By guiding CSRs in their engagement approach, the Lead safeguards policy persistency, strengthens customer trust, and drives long-term retention.

To ensure success on this accountability, the following activities must be constantly met:

Outbound Campaign Oversight – Monitor CSR call execution to ensure timeliness, accuracy, and adherence to SLA. Coaching & Feedback – Provide real-time guidance to CSRs to improve communication quality and customer rapport. Follow-up Strategy Management – Ensure callback protocols are consistently applied to maximize customer reach. Documentation Review – Audit CRM entries for completeness and accuracy to support compliance and performance tracking.

PRINCIPAL ACCOUNTABILITY 2: RELATIONAL CUSTOMER ENGAGEMENT

This accountability ensures that customers consistently receive timely, accurate, and empathetic assistance for servicing needs, claims, and policy updates. The Lead plays a critical role in safeguarding the customer journey by overseeing CSR performance, managing escalations, and coordinating with support teams to deliver seamless resolutions. By maintaining high standards of responsiveness and accuracy, the Lead reinforces Manulife’s commitment to reliability and customer care.

To ensure success on this accountability, the following activities must be constantly met.

Request Validation – Confirm servicing transactions are processed correctly and promptly. Escalation Handling – Manage sensitive or complex cases with professionalism, escalating when necessary. Cross-team Coordination – Partner with back-office teams to resolve issues seamlessly. Completion Confirmation – Ensure CSRs close the loop with proactive client updates.

PRINCIPAL ACCOUNTABILITY 3: CUSTOMER EXPERIENCE & RELATIONSHIP BUILDING

This accountability ensures that every customer interaction transcends transactional servicing and becomes an opportunity to build loyalty, trust, and long-term advocacy. The Lead plays a pivotal role in shaping the team’s approach to customer engagement by fostering a culture of empathy, proactive communication, and relationship-building. By guiding CSRs to anticipate needs, personalize interactions, and reinforce Manulife’s commitment to care, the Lead ensures that customers feel valued and supported throughout their financial journey.

To ensure success on this accountability, the following activities must be constantly met.

Empathy Reinforcement – Coach CSRs to actively listen and respond with understanding. Proactive Communication – Ensure customers receive clear timelines and next steps. Digital Enablement – Promote adoption of digital tools for convenience and efficiency. Feedback Capture – Collect and escalate customer insights to inform service improvements.

PRINCIPAL ACCOUNTABILITY 4: COMPLIANCE & DATA INTEGRITY

This accountability safeguards Manulife’s reputation and operational integrity by ensuring that all customer interactions, documentation, and data handling strictly adhere to compliance, privacy, and regulatory standards. The Lead plays a critical role in embedding a culture of discipline and accountability within the team, ensuring that CSRs consistently follow protocols and that all records are accurate, complete, and audit-ready. By maintaining rigorous compliance practices, the Lead protects both the company and its customers, reinforcing trust and transparency in every engagement.

To ensure success on this accountability, the following activities must be constantly met.

Compliance Monitoring – Ensure CSRs consistently apply regulatory standards. Audit Readiness – Review CRM logs for accuracy and completeness. Privacy Enforcement – Uphold confidentiality in all customer interactions. QA Partnership – Collaborate with QA to implement corrective actions promptly.

PRINCIPAL ACCOUNTABILITY 5: PERFORMANCE AND CONTINUOUS IMPROVEMENT

This accountability ensures that the outbound team consistently achieves its performance targets while fostering a culture of continuous improvement. The Lead plays a central role in driving operational excellence by monitoring KPIs, analyzing performance trends, and implementing strategies that enhance both individual and team effectiveness. By reinforcing accountability, sharing best practices, and enabling skill development, the Lead ensures that the team remains agile, efficient, and aligned with Manulife’s service and retention objectives.

To ensure success on this accountability, the following activities must be constantly met.

KPI Tracking – Monitor contact rate, conversion, and CSAT performance. Performance Coaching – Provide targeted feedback to improve CSR results. Knowledge Sharing – Facilitate huddles and team learning sessions. Training Enablement – Support ongoing skill development initiatives.

PRINCIPAL ACCOUNTABILITY 6: RETENTION AND VALUE OPTIMIZATION

This accountability ensures that the outbound team actively identifies risks of policy lapse and implements strategies to reinforce product value, thereby strengthening customer loyalty and long-term engagement. The Lead plays a strategic role in guiding CSRs to recognize early warning signs of disengagement, proactively address customer concerns, and highlight the benefits of Manulife’s products and services. By embedding retention-focused practices into daily operations, the Lead safeguards persistency, reduces attrition, and maximizes customer lifetime value.

To ensure success on this accountability, the following activities must be constantly met.

Retention Risk Oversight – Monitor interactions for potential lapse indicators and ensure proactive solutions. Value Reinforcement – Coach CSRs to highlight product benefits and financial wellness strategies. Escalation Support – Guide CSRs in managing sensitive cases and escalate when needed. Campaign Compliance – Ensure call handling standards and quality guidelines are consistently applied.

Required Qualifications

• Strong leadership and coaching ability to guide and develop CSR performance.
• Advanced communication skills to simplify complex policy details and influence outcomes.
• Proficiency in CRM platforms, reporting tools, and workforce management systems.
• Analytical and problem-solving skills to identify trends and implement solutions.
• Time management and prioritization skills to balance team oversight with operational demands.
• College graduate (any 4-year course)
• Minimum 5 years of work experience, 3 years of which should be a people manager
  
  

Preferred Qualifications

• Working experience in the insurance industry
• Team lead experience in the BPO industry
  
  

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 recruitment@manulife.com.

Working Arrangement

Hybrid

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