Director, Digital Sales and Servicing Performance

Manulife; Southwestern Ontario; Hybrid; CAD 105,000 - 191,000; Full time

Job summary

A leading financial services provider is seeking a Digital Sales Leader to drive digital banking sales and servicing. This role involves developing strategies to enhance customer acquisition and improving servicing efficiency across digital platforms. Candidates should have 5-7 years of experience in digital sales, strong analytical skills, and the ability to lead cross-functional teams in achieving organizational objectives. Competitive salary and benefits are offered in a flexible, hybrid working environment.

Benefits

Health and dental insurance

Retirement savings plans

Paid time off

Mental health support

Qualifications

• 5-7 years of relevant experience in digital sales and adoption.
• Expert analytical skills with experience using analytics tools.
• Ability to navigate complex organizational structures.

Responsibilities

• Develop and implement strategies to increase digital sales.
• Analyze digital sales data to identify opportunities for growth.
• Lead and mentor a team of digital sales professionals.

Skills

Digital banking expertise

Analytical skills

Leadership

Agile methodologies

Tools

Salesforce

PowerBI

VOICE

Job description

Overview

As Manulife Bank continues to evolve its digital strategy, this role will be instrumental in shaping how we engage with customers and advisors through digital channels. You will help define the future of digital banking sales and servicing, driving measurable impact across customer acquisition, engagement, loyalty, and retention. Working with our agile delivery and product teams, you will navigate cross-functional dynamics to drive results. You are a digital leader with experience in digital sales (direct to customer and advisor-assisted) and digital platforms (web and mobile app), a proven people leader, and capable of delivering roadmaps and business cases that increase customer satisfaction and loyalty while meeting company objectives.

Position Responsibilities:

Digital Sales and Servicing Growth

• Develop and implement strategies to increase digital sales and improve servicing efficiency across all digital platforms (public sites, secure online banking, mobile app, etc.).
• Analyze digital sales and adoption data and customer feedback to identify opportunities for growth and improvement.
• Work with cross-functional teams to implement digital capabilities that enhance advisor and customer experiences and streamline processes.
• Collaborate with digital delivery and technology partners to future-proof technology investments, ensuring that digital solutions remain relevant and forward-thinking.
• Monitor digital performance metrics and KPIs to ensure targets are met and exceeded.
• Provide regular reports and updates to senior management on progress and outcomes.

Strategic Impact

• Drive measurable improvements in digital sales conversion, servicing efficiency, and customer satisfaction across key banking products (e.g., mortgages, lending, deposits).
• Influence enterprise-wide digital strategy by aligning performance insights with product, marketing, and technology roadmaps.
• Champion digital adoption among advisors and customers, ensuring tools and experiences are intuitive, value-driven, and scalable.

Advisor and Customer Experience Focus

• Champion a customer-first approach, ensuring digital solutions meet the needs of both advisors and customers.
• Work closely with customer service and advisory teams to gather insights and feedback for continuous improvement.
• Develop initiatives to enhance the digital advisor and customer journey, ensuring a seamless and engaging experience.
• Lead efforts to educate and empower advisors with digital tools and resources to better serve customers.

People Management

• Lead, mentor, and develop a high-performing team of digital sales and servicing professionals.
• Foster a collaborative and innovative team culture that encourages continuous learning and development.
• Set clear performance expectations and provide regular feedback and coaching to team members.
• Ensure resource allocation aligns with strategic priorities and business needs.

Required Qualifications

• 5-7 years of relevant experience in digital sales and adoption with deep expertise in digital banking.
• Advanced knowledge of digital channels and platforms, with a track record of developing strategic digital product roadmaps.
• Proficient in digital sales platforms (direct to customer and advisor-assisted) and funnel management to enhance digital sales processes and drive digital adoption.
• Expert analytical skills with experience using analytics tools and platforms (VOICE, Salesforce, PowerBI) and a proven track record building data-driven business cases that highlight financial benefits (P&L) for digital banking.
• Ability to translate complex data sets into actionable insights that inform digital strategy, optimize conversion funnels, and improve servicing outcomes.
• Experience using agile methodologies and human-centered design principles to deliver value in a fast-paced, matrixed environment.
• Proven experience using performance data and customer feedback, including A/B testing insights to identify and integrate features that drive successful digital customer behaviors and servicing results.
• Ability to shape and drive enterprise-wide digital strategy by influencing senior leadership and cross-functional teams, ensuring alignment with long-term objectives and customer experience goals.
• Skilled in navigating complex organizational structures to champion digital transformation initiatives, leveraging strategic storytelling and executive-level communication to gain buy-in and accelerate decision-making.
• Proven ability to lead cross-functional initiatives in a matrixed environment, influencing without authority and aligning diverse partners around shared goals.
• Exceptional communication skills to collaborate with multiple partners and clearly articulate progress, next steps, and challenges.
• Experience in building and scaling high-performing teams with a track record of leading teams to drive results through coaching, talent development, and succession planning.
• Ability to maintain a continuous focus on innovation, big-picture thinking, and devising intricate solutions that enhance the digital user experience.

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 valued.
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider. To learn more, visit the official site at https://www.manulife.com/en/about/our-story.html

Manulife is an Equal Opportunity Employer

We embrace diversity and strive to attract, develop and retain a workforce that reflects our customers. We are committed to fair recruitment, retention and compensation, and we administer all practices without discrimination on the basis of protected characteristics. A Human Resources representative will assist applicants requesting a reasonable accommodation during the application process. To request accommodation, contact [e-mail].

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$105,750.00 CAD - $190,350.00 CAD

If applying outside the primary location, contact [e-mail] for the salary range for your location. Actual salary will vary based on market conditions, geography, and experience. Eligible employees may participate in incentive programs tied to performance.

Manulife offers a wide range of benefits including health, dental, mental health, vision, disability, life and AD&D insurance, retirement savings plans, and paid time off. For U.S. roles, contact [e-mail] for U.S.-specific paid time off provisions.