Customer Experience Representative troubleshooting software issues for clients at Homecare Homebase. Ensuring high - quality patient care by resolving software challenges and providing excellent customer service.
About the role
- Customer Service Manager at Manulife leading high-performing teams in banking and insurance sectors. Focusing on customer experience while managing operations and compliance in a regulated environment.
Responsibilities
- Lead high-performing teams that deliver exceptional support across both banking and insurance business lines
- Champion a strong customer experience while ensuring consistent, compliant, and high‑quality service
- Empower and develop engaged teams; drive operational excellence and balance customer needs with business priorities
- Build high-performing teams through coaching and mentoring on career growth; address performance issues proactively
- Elevate customer experience across phone, email, chat, and digital, own complex escalations end-to-end
- Manage workforce capacity, scheduling, and change enablement; lead staff meetings to unify teams and improve standards
- Collaborate cross-functionally to deliver continuous improvement and consistent service
Requirements
- 5+ years of customer service experience, including 2+ years in a leadership or management role
- Experience in a regulated environment, preferably banking, insurance, or financial services
- Strong people‑leadership skills with a demonstrated ability to coach, motivate, and develop teams
- Proven ability to manage operations, priorities, and change in a fast‑paced service environment
- Excellent communication, problem‑solving, and decision‑making skills
- Bilingualism (English and French) is an asset
Benefits
- health, dental, mental health, vision insurance
- short- and long-term disability insurance
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan)
- financial education and counseling resources
- generous paid time off program including holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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