Manulife · Ontario, Toronto, 200 Bloor Street East, CanadaPrepare for this interview
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The Complaints & Insights Consultant is a key member of the Canada Segment Complaint Office team, reporting to the Director. This team is responsible for the critical functions of complaint handling for the Canada Segment. In this role, the consultant is responsible for handling all complaint reporting needs across the Canada Segment, which includes Manulife Bank, Insurance, Affinity, Guaranteed Wealth Solutions, and Group Benefits. These reports provide valuable insights into customer problems and operational friction, serving as the voice of the customer to influence business improvements, improve customer dedication, and drive better experiences. The position offers a hybrid work arrangement to balance flexibility and collaboration, with in-office days on Tuesday, Wednesday, and Thursday and remote work on other days. Preferred office locations include Waterloo, Halifax, and Toronto, supporting both team connectivity and work-life balance. Position Responsibilities: Captures, coordinates, and maintains data from various sources to ensure accuracy and completeness. Develops and delivers reports and data visualizations using tools like Salesforce, Power BI, or Excel to meet collaborator needs. Analyzes data to provide insights into business performance, identifying trends and opportunities for improvement. Works with internal teams to tailor insights that support objectives, encouraging a collaborative and global attitude. Ensures compliance with data handling regulations and identifies improvements in data processes for enhanced efficiency. Supports change and adapts to new challenges, fostering a positive and inclusive work environment. Required Qualifications: Able to operate independently and meet deadlines with limited direct supervision. Superior reporting and facilitation skills. Excellent analytical, research/investigative, organization, problem-solving, decision-making, planning, and conflict leadership skills. Above average written communication skills: ability to convey sophisticated issues and ideas in plain language and assess the appropriate level of detail and audience. Proficiency in Microsoft Suite: SharePoint, Excel, Word, PowerPoint Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Québec.
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