Senior Manager, Contact Center AI and Advanced Analytics

We are seeking a highly skilled Senior Manager to join our Global Contact Center AI and Advanced Analytics team. In this role, you will be instrumental in transforming complex data into actionable insights and implementing AI-driven solutions to enhance our contact center operations worldwide. You will work closely with data scientists and business stakeholders to deliver advanced analytics solutions that drive strategic decision-making and improve customer experience. This role offers an exciting opportunity to shape the future of our contact centers by leveraging AI and analytics.  

 

Position Responsibilities:   

 

• Collaborate with business stakeholders and the Director to understand operational challenges and identify opportunities for AI-driven optimization in contact centers. 

• Utilize advanced analytics and machine learning techniques to analyze customer data, interactions, and transactions, uncovering insights to enhance operational efficiency. 

• Lead the implementation of AI technologies and analytics tools, ensuring they are scalable and aligned with the company's strategic goals. 

• Translate complex data findings into actionable insights and communicate these effectively to both technical and non-technical audiences. 

• Work hands-on with data scientists to develop, test, and deploy analytics models and solutions that meet high-quality standards. 

• Continuously refine analytics tools and methodologies by staying updated with the latest developments in AI and machine learning. 

 

Required Qualifications:  

 

• 7-9 years of experience in data analytics, with a strong focus on technical implementation and hands-on problem-solving.  

• Strong programming skills in languages such as Python, R, and SQL, with experience in data exploration, wrangling, and visualization. 

• A degree in Data Science, Computer Science, Mathematics, Engineering, Statistics, or a related field, with substantial professional experience.   

 

Preferred Qualifications:  

 

• Proven ability to develop and apply analytics solutions in a contact center environment to achieve operational improvements. 

• Excellent communication skills, capable of presenting complex analytical insights clearly and effectively to diverse audiences. 

• Demonstrated success in delivering technical solutions that align with business objectives and drive measurable outcomes. 

 

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.   

 

#LI-Hybrid 

 

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.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$94,220.00 CAD - $174,980.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.