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

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.

The role being advertised is an existing vacancy.

關於宏利和恒康




宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https://www.manulifeim.com/institutional/tw/en.

宏利是平等機會僱主
在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 [email protected]。

Referenced Salary Location
Toronto, Ontario

Working Arrangement
混合式

Salary range is expected to be between
$92,900.00 CAD - $142,900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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 [email protected] for more information about U.S.-specific paid time off provisions.

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.

#J-18808-Ljbffr

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