Operation Analyst, Canada Retirement Contact Centre - Jobs in Halifax, NS

Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.Working ArrangementHybridJob DescriptionPutting the customer at the centre of what we do, the Operations Analyst , Canadian Retirement (GRS) Contact Centre is accountable for supporting the fast paced needs of the Canada Retirement Contact Centre in business initiatives and projects, CC reporting, and overall daily needs of the centre.Working closely with Director & Business Analyst, the Operations Analyst is expected to create and maintain strong relationships with business peers to meet/exceed our service level commitments and look for opportunities to improve on how we service our customers.Responsibilities:

• Systematically gathers information and breaks problems down to identify cause and effect relationships, patterns, and underlying issues; evaluates feasibility and practicality of ideas and options; makes informed and timely decisions.
• Thinks conceptually beyond day-to-day business realities; understands how circumstances and trends will impact the business.
• Works directly with business partners to develop and implement process improvements
• Supports business partners with contact centre inquiries and reporting needs
• Supports business initiatives & projects
• Supports implementation and execution of CC driven initiatives and improvement actions.
• May represent Canadian Retirement CC in minor projects and initiatives, and department meetings, ensuring accurate representation of the business and CC realities & impacts; ensure priority items and impacts are addressed to Director ASAP.

Qualifications:

• Effective verbal and written communication skills
• Solid understanding of Contact Centre metrics and Canadian Retirement business
• Strong analytical, research, problem solving, decision-making and conflict resolution skills
• Customer centric vision, with a solid understanding of the different needs of our customers
• Strong interpersonal skills with proven ability to influence and negotiate with colleagues and business partners.
• Demonstrated professionalism and sound judgment.
• Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment.

_____________________________________________________________________________En plaçant le client au centre de ce que nous faisons, l’analyste des opérations , Centre de contact pour la retraite canadienne (SRG) est responsable de répondre aux besoins rapides du Centre de contact canada dans les initiatives et les projets d’affaires, les rapports de CC et les besoins quotidiens globaux du centre.En étroite collaboration avec le directeur principal et l’analyste d’affaires, l’analyste des opérations devrait créer et maintenir des relations solides avec ses pairs du secteur d’affaires afin de respecter / dépasser nos engagements en matière de niveau de service et de rechercher des opportunités d’améliorer la façon dont nous servons nos clients.Responsabilités:

• Recueille systématiquement de l’information et décompose les problèmes pour identifier les relations de cause à effet, les modèles et les problèmes sous-jacents; évalue la faisabilité et le caractère pratique des idées et des options; prend des décisions éclairées et opportunes.
• Pense conceptuellement au-delà des réalités commerciales quotidiennes; comprend comment les circonstances et les tendances auront un impact sur l’entreprise.
• Travailler directement avec les partenaires commerciaux pour élaborer et mettre en œuvre des améliorations des processus
• Soutient les partenaires commerciaux ayant des demandes de renseignements et des besoins en matière de rapports des centres de contact
• Appuyer les initiatives et les projets d’affaires
• Appuyer la mise en œuvre et l’exécution d’initiatives et de mesures d’amélioration axées sur le CC.
• Peut représenter le centre d’appel dans les petits projets et initiatives, et les réunions de service, en assurant une représentation exacte de l’entreprise et des réalités et impacts cc ; s’assurer que les éléments prioritaires et les impacts sont adressés au directeur dès que possible.

Qualifications requises:

• Compétences efficaces en communication verbale et écrite
• Solide compréhension des paramètres des centres de contact et des activités de retraite au Canada
• Solides compétences en analyse, en recherche, en résolution de problèmes, en prise de décisions et en résolution de conflits
• Vision centrée sur le client, avec une solide compréhension des différents besoins de nos clients
• Solides compétences interpersonnelles avec une capacité éprouvée d’influencer et de négocier avec des collègues et des partenaires commerciaux.
• A fait preuve de professionnalisme et de bon jugement.
• Excellentes compétences en organisation et en priorisation, ainsi que des compétences en gestion du temps pour être en mesure de multitâche dans un environnement de travail à volume élevé et en évolution rapide.

#LI-HybridEvery career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere What are you waiting for Apply today.About John Hancock and ManulifeJohn Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .Manulife is an Equal Opportunity EmployerAt 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 .Quick Apply

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