Head of Service Delivery
7 days ago
Are you passionate about delivering exceptional results? Do you want to be part of a dynamic team that strives for excellence in operations? As the Director for Operations, you will play a critical role in leading our Operations Teams from shared service centers to achieve excellent customer service and exceed service delivery agreements with various business units. This involves creating an environment of high engagement, driving value-added synergies across functional teams, anticipating and addressing risks proactively, and continuously seeking ways to improve performance and processes.
Your Key Areas of Focus:
• Deliver high-quality service to all Manulife businesses in all divisions
• Develop and implement process improvements to enhance operational efficiency
• Lead people and manage cost recovery for high engagement
• Develop and allocate resources for efficient team management
• Collaborate with MBPS Site Heads and business units to develop load balancing site strategy and plans
• Oversee talent development, competencies, and effective talent acquisition and retention
About Our Ideal Candidate:
We are seeking a seasoned senior leader with a Bachelor's degree in a related field and cumulative eight+ years of senior leadership experience in a call center or shared service environment. As an ideal candidate, you have at least five years as an Operations/Site Director or equivalent position, strong People Management skills, and experience handling high volume and capacity requirements, managing at least 500 FTEs.
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