Manager, Customer Centricity

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Working Arrangement

Hybrid

Job 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 operating in a pooled model across the teams’ three key pillars: Insights Enablement, Insights & Actioning, and Culture Change.

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 pain points, and leveraging 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. There will be strong interaction with our Global Digital Customer Leader Program Management Office.

Key Responsibilities:

• Roll-Out the VOICE platform: Work closely with market customer experience, technology, and operations partners to improve customer listening and actioning using VOICE, the single source for real-time customer insights at Manulife and a key program in reaching our Digital Customer Leader ambitions. Work hand-in-hand with local champions at implementation phase as needed
• 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 experts, operations professionals, advanced analytics, technology, and strategy folk. We can’t do this alone and need strong teamwork to drive change

Requirements:

• Bachelors degree from a top-tier university
• 4+ years of 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
• Strong analytical 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:

• 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 good 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.

#LI-hybrid

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

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

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 recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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