The Complaints & Insights Consultant is a key member of the Global Contact Center Customer Care & Operations Enablement team, reporting to the AVP. This team is responsible for critical functions such as complaint handling for the Canada Segment, social media community management, early resolution, document management services for Canada Markets, and risk and reporting for Global Contact Centers.

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 re...