Project Director coordinating major cross - functional Insurance projects and leading delivery initiatives at Manulife. Collaborating with teams to ensure successful market launch and project outcomes
About the role
- Director of Care Concierge Team responsible for scaling operations and enhancing member engagement. Leading strategic initiatives with a focus on innovation and operational excellence in the healthcare sector.
Responsibilities
- Ensure day-to-day operations of the Care Concierge Team, including meeting service level agreements (SLAs)
- Monitor call queues, staffing levels, and adherence to schedules
- Define and track key performance metrics
- Develop dashboards and reporting tools
- Set the strategic vision, strategy and associated OKRs
- Build a high-performing team through coaching, mentoring, and succession planning
- Bring technical expertise to the contact center tech stack
Requirements
- 10+ years of experience in contact center leadership and operations management
- 5+ years in the Healthcare industry
- Proven track record of managing large teams and multi-channel contact center environments
- Working knowledge of relevant healthcare consumer communications regulations and guidelines
- Global work experience required
- Superb communication and interpersonal skills
- Analytical, test and learn approach
- Demonstrated ability to collaborate and communicate cross functionally
- Strong project management and time management skills
- Exceptional leadership skills with ability to inspire and develop teams
- Attention to detail and has a bias for action
Benefits
- 401k plan with employer match
- Flexible paid time off
- Holidays
- Parental leaves
- Life and disability insurance
- Health benefits including medical, dental, vision, and prescription drug coverage
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