Manager of Digital Performance (Adoption and Servicing)

Nous sommes un fournisseur de services financiers qui s’emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l’ensemble de nos activités. Pour nous aider à nous démarquer, nous vous aidons à progresser, parce que lorsque nos collègues sont en santé, respectés et vraiment valorisés, nous nous épanouissons tous. Découvrez comment vous pouvez faire progresser votre carrière, avoir une influence et susciter un réel changement avec notre équipe gagnante dès aujourd’hui.

Semaine de travail comprimée

Description d’emploi

Job Description

We are seeking a Manager of Digital Performance (Adoption and Servicing) to play a pivotal role within the Digital Performance team at Manulife Bank.

Reporting directly to the AVP of Digital Performance, Adoption & Insights this role offers an exciting opportunity to make a significant impact in Manulife Bank's digital evolution.

In this position, your primary responsibility will be to craft and execute innovative strategies aimed at propelling digital banking servicing growth, fostering customer engagement, and boosting the utilization of our online banking and mobile platforms.

Leveraging your expertise in digital customer engagement within the financial sector, you will play an important role in ensuring Manulife Bank 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 (online & mobile) positions you as a leader in constructing data-driven business cases that highlight financial benefits and revenue (P&L) drivers. You thrive on taking initiative and have a proven record of driving digital banking service (increasing usage of online banking and mobile, reducing call volumes, minimizing customer irritants, and deepening customer relationships) anchoring on data and insights. 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.

Key Accountabilities:

Digital Servicing Adoption:

• Enhanced Customer Experiences: Drive the creation of intuitive customer experiences on our secure websites and mobile application, by making data-driven decisions and running A/B testing with a focus on increasing usage of our digital servicing capabilities.
• Business Casing: Champion the opportunities within our digital channels, crafting persuasive business cases to monetize these opportunities.
• Call reduction: Work closely with our contact center to understand top call volumes and build solution to reduce calls.
• Cross-Functional Collaboration: Collaborate closely with cross-functional teams to create and lead product roadmaps, ensuring that digital initiatives are intake and prioritized in line with broader business objectives and OKRs.
• Technology Partnership: Collaborate with technology partners to future-proof our technology investments, ensuring that digital solutions remain relevant and forward thinking.

Customer focus:

• Continuous Improvement: 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 & communications.
• Multi-Channel Integration: Ensure seamless integration and alignment across all customer touchpoints, providing a consistent and engaging experience throughout the customer journey.
• Customer Feedback: Leverage customer verbatims and usability feedback to continually refine and optimize digital experiences, ensuring that they align closely with customer expectations and business objectives.

Execution and Reporting:

• Performance Measurement: Establish key performance indicators (KPIs) to measure the effectiveness of digital service initiatives, ensuring that progress is quantifiable and actionable.
• Data Analysis & Insights: Support the development of comprehensive reports and presentations, highlighting achievements, challenges, and recommendations for continuous servicing improvement.
• Prioritization and Requirements: Collaborate closely with our delivery organization to effectively manage intake items to prioritize work and business case all initiatives, ensuring that resources are allocated effectively.

What motivates you?

• You are highly analytical, resourceful, entrepreneurial, and can read through data and develop insights that can be translated to next steps.
• You are a digital thought leader, with the ability to deliver on immediate objectives and balance that with an organization’s long-term strategy.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You take ownership and initiative and can drive teams to achieve results, focusing on what matters.
• You obsess about customers, listen, engage, and act for their benefit.
• You take initiative and roll up your sleeves to get work done.

What we are looking for:

• 5-7 years of relevant experience in customer digital adoption with deep expertise in digital banking.
• Advanced knowledge of digital channels and platforms, with a track record of developing strategic digital product roadmaps.
• Strong analytical skills with a proven track record building data-driven business cases that highlight financial benefits for digital banking.
• Proven experience in utilizing performance data, including A/B testing insights to identify and integrate features that drive successful digital customer behaviors and servicing results.
• 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.
• 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 package.
• 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

• Values-first culture; We lead with our Values every day and bring them to life together.
• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Continuous innovation: We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity, and Inclusion; We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

Location:

Primary Location- Toronto, Secondary Location - Waterloo

#LI - Hybrid

À propos de John Hancock et de Manuvie

John Hancock est une unité de la Société Financière Manuvie, un groupe mondial et chef de file des services financiers qui aide les gens à prendre plus facilement des décisions et à vivre mieux. Nous exerçons nos activités principalement sous les noms John Hancock aux États-Unis et Manuvie à l’échelle mondiale, y compris au Canada, en Asie et en Europe. Nous proposons des conseils financiers ainsi que des solutions d’assurance et de gestion de patrimoine et d’actifs à des particuliers, à des groupes et à des institutions. Au 30 juin 2021, l’actif géré et administré par Manuvie et ses filiales se chiffrait à 1 300 milliards de dollars canadiens (1 100 milliards de dollars américains). La Société Financière Manuvie est inscrite aux bourses de Toronto (TSX), de New York (NYSE) et des Philippines (PSE) sous le symbole « MFC » et à la Bourse de Hong Kong (SEHK) sous le symbole « 945 ». Vous pouvez consulter le site de Manuvie à l’adresse manuvie.com.

John Hancock, une des plus importantes sociétés d’assurance vie aux États-Unis, offre à plus de 10 millions d’Américains une vaste gamme de produits financiers, y compris des produits d’assurance vie, de rente, de placement, ainsi que les régimes 401(k) et les régimes d’épargne-études. Pour de plus amples renseignements au sujet de John Hancock, rendez-vous à l’adresse www.johnhancock.com.

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

Salaire et avantages sociaux

Le salaire de base annuel pour ce poste est indiqué ci-dessous.

Région principale

L’échelle salariale devrait se situer entre

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.