Manager of Digital Performance (Adoption and Servicing)

Manulife; Toronto; Hybrid; CAD 93,000 - 143,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife Bank is seeking a Manager of Digital Performance (Adoption and Servicing) to drive growth and engagement across online banking and mobile platforms. You will lead data-driven initiatives, build compelling business cases, and collaborate with agile delivery teams to balance customer satisfaction with business profitability.

Hybrid work arrangement in Canada, with a focus on delivering solid roadmaps and improving digital experiences while reducing call volumes and increasing platform

Qualifications

• 5-7 years of 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.
• Strong analytical skills with a proven ability to build data-driven business cases showing financial benefits.
• Proven experience using performance data and A/B testing to drive digital servicing results.
• Experience using agile methodologies and human-centered design in a fast-paced, matrixed environment.

Responsibilities

• Enhanced Customer Experiences: drive data-driven decisions and A/B testing to increase usage of digital servicing capabilities.
• Business Casing: craft persuasive business cases to monetize digital channels.
• Call reduction: partner with the contact center to reduce top call volumes.
• Cross-Functional Collaboration: lead product roadmaps aligned with OKRs across teams.
• Technology Partnership: work with tech partners to future-proof investments.

Skills

Digital banking

A/B testing

Data-driven decisions

Cross-functional collaboration

Agile methodologies

Job description

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.
• Strong 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.

- Hybrid

The role being advertised is an existing vacancy.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 [e-mail].

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

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 [e-mail] 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 [e-mail] 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.