Director, Digital Sales and Servicing Performance

As Manulife Bank continues to evolve its digital strategy, this role will be instrumental in shaping how we engage with customers and advisors through digital channels. You will help define the future of digital banking sales and servicing, driving measurable impact across customer acquisition, engagement, loyalty, and retention. Working in collaboration with our agile delivery and product teams, you possess the ability to adeptly navigate and positively influence cross-functional dynamics within the organization. Your deep understanding of digital sales (direct to customer and advisor-assisted) and digital platforms (web & mobile app) positions you as a leader in getting results. You are an experienced people leader who knows how to empower and motivate your team. You have a solid track record in balancing the goal of meeting company objectives (delivering solid roadmaps and profitable business cases) while increasing customer satisfaction and loyalty. You are recognized as a digital leader with vision, with a track record of influencing senior leadership and shaping enterprise-level digital strategies.

Position Responsibilities:

Digital Sales and Servicing Growth:

• Develop and implement strategies to increase digital sales and improve servicing efficiency across all digital platforms (public sites, secure online banking, mobile app, etc.).

• Analyze digital sales & adoption data and customer feedback to identify opportunities for growth and improvement.

• Work with cross-functional teams to implement digital capabilities that enhance advisor and customer experiences and streamline processes.

• Collaborate with digital delivery and technology partners to future-proof our technology investments, ensuring that digital solutions remain relevant and forward-thinking.

• Monitor digital performance metrics and KPIs to ensure targets are met and exceeded.

• Provide regular reports and updates to senior management on progress and outcomes.

Strategic Impact:

• Drive measurable improvements in digital sales conversion, servicing efficiency, and customer satisfaction across key banking products (e.g., mortgages, lending, deposits).

• Influence enterprise-wide digital strategy by aligning performance insights with product, marketing, and technology roadmaps.

• Champion digital adoption among advisors and customers, ensuring tools and experiences are intuitive, value-driven, and scalable.

Advisor and Customer Experience Focus:

• Champion a customer-first approach, ensuring digital solutions meet the needs of both advisors and customers.

• Work closely with customer service and advisory teams to gather insights and feedback for continuous improvement.

• Develop initiatives to enhance the digital advisor and customer journey, ensuring a seamless and engaging experience.

• Lead efforts to educate and empower advisors with digital tools and resources to better serve customers.

People Management:

• Lead, mentor, and develop a high-performing team of digital sales and servicing professionals.

• Foster a collaborative and innovative team culture that encourages continuous learning and development.

• Set clear performance expectations and provide regular feedback and coaching to team members.

• Ensure resource allocation aligns with strategic priorities and business needs.

Required Qualifications:

• 5-7 years of relevant experience in digital sales and adoption with deep expertise in digital banking.

• Advanced knowledge of digital channels and platforms, with a track record of developing strategic digital product roadmaps.

• Proficient in digital sales platforms (direct to customer and advisor-assisted) and funnel management to expertly enhance digital sales processes and drive digital adoption.

• Expert analytical skills and use of analytics tools and platforms (VOICE, Salesforce, PowerBI) with a proven track record building data-driven business cases that highlight financial benefits (P&L) for digital banking.

• Ability to translate complex data sets into actionable insights that inform digital strategy, optimize conversion funnels, and improve servicing outcomes.

• Experience using agile methodologies and human-centered design principles to deliver value in a fast-paced, matrixed environment.

• Proven experience in using performance data and customer feedback, including A/B testing insights to identify and integrate features that drive successful digital customer behaviors and servicing results.

• Demonstrated ability to shape and drive enterprise-wide digital strategy by influencing senior leadership and cross-functional teams, ensuring alignment with long-term business objectives and customer experience goals.

• Skilled in navigating complex organizational structures to champion digital transformation initiatives, leveraging strategic storytelling and executive-level communication to gain buy-in and accelerate decision-making.

• Proven ability to lead cross-functional initiatives in a matrixed environment, influencing without authority and aligning diverse partners around shared goals

• Exceptional communication skills, with the ability to collaborate with multiple partners and effectively articulate progress, next steps, and challenges/roadblocks.

• Experienced in building and scaling high-performing teams with a track record of leading teams to drive results, through coaching, talent development, and effective succession planning.

• Ability to maintain a continuous focus on innovation, consistently striving for big-picture thinking, and committed to devising intricate solutions that enhance the digital user experience.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à recruitment@manulife.com.

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Si vous posez votre candidature à ce poste en dehors de la région principale, veuillez écrire à recruitment@manulife.com pour obtenir l’échelle salariale correspondant à votre région. Le salaire varie en fonction des conditions du marché local, de la géographie et de facteurs pertinents liés au poste telles les connaissances, les compétences, les qualifications, l’expérience et l’éducation ou la formation. Les employés ont également la possibilité de participer à des programmes de motivation et de toucher une rémunération incitative liée au rendement de l’entreprise et au rendement individuel.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à recruitment@manulife.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.