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 Director, Digital Sales and Servicing Performance 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.
**Position Responsibilities:**
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.
**Required Qualifications:**
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.

Solid 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.
**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.
#LI - Hybrid
The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento,



el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Toronto, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$92,900.00 CAD - $142,900.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Manager of Digital Performance (Adoption and Servicing) (Toronto)
🏢 Manulife
📍 Toronto