Manager, Global Customer Centricity Enablement

Description

This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives. The role will drive customer centricity by playing a pivotal role in Insights Enablement, by ensuring our stakeholders adopt and effectively engage with our customer experiences platforms.

Customers are at the heart of everything we do, and having the right systems to understand feedback, using those systems to initiate action against customer struggles, and using programs that promote wider adoption of a customer mandate are all key to this role.

At Manulife, we measure the success of this team through the Net Promoter Score, as well as the business outcomes it enables.

The role will sit in the center in the Global Customer Centricity team, collaborating closely with the Assistant Vice President, Global Customer Centricity, team Directors, and those in advanced analytics, project management, customer experience, technology, digital, strategy, and operations.

Key Responsibilities :

Adoption and Enablement : Drive adoption and engagement of Manulife’s customer experience tools and platforms, including VOICE (multi-signal customer insights tool).

These activities include (1) defining, developing, and delivering training programs tailored to user cohorts, (2) measuring and reporting the success of adoption efforts based on key performance metrics, (3) defining routines to consistently and effectively gather and share customer feedback, and (4) influencing product improvements based on business needs and feedback from users

Value and Storytelling : A critical success factor for this role is the ability to consistently communicate and articulate the value the cx platforms for our business.

These activities include translating implementation delivery into clear business value for stakeholders and building positive relationships with business partners and team members.

Effectively communicating and demonstrating the value of VOICE and CX tools through compelling and consistent storytelling is critical to the success of this role and culture change to deli b ver on our customer centricity ambitions

Get to Speed : Drive the transparency and accountability needed to enable organizational speed against our digital customer leader ambitions.

Drive tracking of customer experience plans so the organization can accelerate or pivot if we see our plans aren’t producing intended results

• Lead the Change : Help drive a global culture change program to embed customer-first thinking to the organization, including Manulife executives, business heads, and the rest of the organization
• Act as the Glue : Work both within the corporate and global marketing teams, as well as outside with business partners, customer experience authorities, operations professionals, advanced analytics, technology, and strategy folk.

We can't do this alone and need strong teamwork to inspire change

Requirements :

• Bachelors degree from a credible university
• Proven experience in fast-paced environment such as management consulting, digital / technology consulting, internal strategy, customer experience, or another professional service
• Experience in technology, analytics, or digital functions considered an asset
• Experience in financial services industry considered is a plus
• Experience in large-scale digital transformation programs is a plus
• Proven track record of driving user adoption and engagement in a SaaS environment.
• Experience with Net Promoter Score (NPS) and its application is a plus
• Customer-centric mindset with a passion for enhancing the customer experience
• Experience in defining and reporting success based on KPIs
• Strong storytelling skills to articulate the benefits and impact
• Self-starter with the ability to work autonomously and manage multiple tasks simultaneously.
• Strong analytical and problem solving skills, and demonstrated leadership ability
• Strong communication skills, including verbal, written, & PowerPoint
• Excellent interpersonal and relationship management skills ability to collaborate and be a team player with a high level of empathy
• International experience, or working cross a global organization a plus

Beyond Requirements - What we are looking for :

• Excited about changing an organization and being part of a strong team
• Strong sense of ownership, accountability, and pride for their work
• Analytical, structured thinker who can easily organize various inputs
• Outcome-orientation with a spark for solving problems
• Whiz at coordinating and working with various parties in a highly cross-functional environment
• Comfort with working in a cross-functional, agile team structure
• Someone who is looking for opportunities to grow and shine
• Experience leading projects and working in a project-based 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 :

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.

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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

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$84,375.00 CAD - $151,875.00 CAD

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.