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We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Job Description
We are seeking a Manager of Digital Adoption to play a pivotal role within Insurance Operations.
Reporting directly to the Director of Continuous Improvement, this role offers an exciting opportunity to make a significant impact on Manulife Insurance's digital evolution.
In this position, your primary responsibility will be to craft and execute innovative strategies aimed at propelling digital servicing growth, fostering customer engagement, and boosting the utilization of our digital properties and mobile platforms. Leveraging your expertise in digital customer engagement within the financial sector, you will play a vital role in ensuring Insurance Canada is offering best-in-class digital experiences to our customers.
Working in collaboration with our agile delivery teams, you possess the ability to adeptly navigate and positively influence cross-functional dynamics within the organization. Your deep understanding of digital platforms positions you as a leader in constructing data-driven business cases. You thrive on taking initiative and have a proven record of driving digital service (increasing usage of online self-service and mobile, reducing call volumes, minimizing customer irritants, and deepening customer relationships) within the Financial/Insurance sector. You have a solid record of accomplishment in balancing the goal of meeting company objectives with delivering solid roadmaps and business cases to meet these objectives while increasing customer satisfaction and loyalty.
This role supports multiple businesses under the Insurance umbrella (e.g., Retail Insurance, Affinity, Guaranteed Investments)
Responsibilities
Service Adoption
- Drive/participate in the creation of intuitive customer experiences on our secure websites and mobile applications, with a focus on increasing usage of our digital servicing channels.
- Enhanced Customer Experiences
- Work closely with our contact center to understand top call volumes and partner with the value streams to build solutions to reduce calls.
- Call reduction
- Develop and manage the vision, strategy,
- Adoption Strategy
- measurement/reporting,
- Collaborate closely with cross-functional teams to create and lead digital adoption roadmaps, ensuring that digital initiatives are in line with broader business objectives.
- Cross-functional collaboration
- Collaborate with technology partners to future-proof our technology investments, ensuring that digital solutions remain relevant and forward-thinking.
- Technology Partnership
- Champion the opportunities within our digital channels, crafting persuasive business cases to monetize these opportunities.
- Business Casing
Customer focus (includes Distributor, Advisor, and end Consumer)
- Continuously enhance the digital customer experience by documenting and analyzing customer journeys, identifying pain points, and implementing solutions to streamline processes, simplify navigation, and offer easy-to-use and intuitive self-service capabilities.
- Continuous Improvement
- Ensure seamless integration and alignment across all customer touchpoints, providing a consistent and engaging experience throughout the customer journey.
- Multi-Channel Integration
- Leverage customer verbatims and usability feedback to continually refine and optimize digital experiences, ensuring that they align closely with customer expectations and business objectives.
- Customer Feedback
Execution and Reporting
- Establish key performance indicators (KPIs) to measure the effectiveness of digital service initiatives, ensuring that progress is quantifiable and actionable.
- Performance Measurement
- Support the development of comprehensive reports and presentations, highlighting achievements, challenges, and recommendations for continuous servicing improvement.
- Reporting Impact
- Collaborate closely with our delivery organization to prioritize work and business case all initiatives, ensuring that resources are allocated effectively.
- Prioritization and Requirements
What motivates you?
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone
What we are looking for
- 5-7 years of relevant experience in digital service and product management within a fast-paced environment.
- Advanced knowledge of digital channels and platforms, with a record of accomplishment of developing strategic digital adoption roadmaps.
- Proven experience in utilizing data to identify and integrate adoption opportunities that drive successful digital customer behaviors and servicing results.
- Exceptional project management and communication skills, with the ability to collaborate with multiple partners and effectively articulate progress, next steps, and
- challenges/roadblocks.
- Experience using agile methodologies and human-centered design principles to deliver value in a fast-paced, matrixed environment.
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- We lead with our Values every day and bring them to life together.
- Values-first culture
- We create opportunities to learn and grow at every stage of your career.
- Boundless opportunity
- We invite you to help redefine the future of financial services.
- Boundless opportunity
- We foster an inclusive workplace where everyone thrives.
- Delivering the promise of Diversity, Equity and Inclusion
- We build a business that benefits all stakeholders and has a positive social and environmental impact.
- Championing Corporate Citizenship
#LI-REMOTE
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC' on the Toronto, New York, and the Philippine stock exchanges, and under 945' in Hong Kong.
Manulife is an Equal Opportunity Employer
At 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
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
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Salary range is expected to be between
If you are applying for this role outside of the primary location, please contact
recruitment@manulife.com
for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact
recruitment@manulife.com