Digital Adoption & Change Management Manager

Manulife Financial; Singapore; Hybrid; SGD 70,000 - 90,000; Full time

Job summary

A leading financial services company is looking for a Digital Adoption & Change Management Manager in Singapore. The role involves promoting digital tools within the contact center, driving customer engagement, and enhancing the overall customer experience. Candidates should have 3-5 years of experience in digital adoption or change management, ideally in a customer service role, along with strong analytical and communication skills. The position offers a hybrid work environment, emphasizing flexibility and employee development.

Benefits

Career growth opportunities

Flexible working environment

Diversity and inclusion initiatives

Qualifications

• 3-5 years proven experience in digital adoption or change management, ideally in a contact center.
• Strong understanding of customer service digital tools and platforms.
• Experienced in creating effective training materials and leading sessions.

Responsibilities

• Develop and deliver digital training and support for frontline teams.
• Analyze data to enhance digital adoption strategies.
• Collaborate with internal teams on digital transformation initiatives.

Skills

Digital adoption experience

Change management

Data analysis

Strong communication skills

Training and development

Problem-solving

Stakeholder engagement

Presentation skills

Education

Bachelor's degree in Business Administration, Information Technology, or related field

Job description

The Digital Adoption & Change Management Manager plays a critical role in promoting the adoption of digital tools, platforms, and processes within our Contact Center. This position is essential for ensuring our customers, frontliners, and support teams embrace digital solutions that enhance efficiency, improve the customer experience, and support our broader transformation goals.

Position Responsibilities

Digital Adoption & Enablement

• Analyze business needs and strategies to develop a roadmap for digitalizing the customer experience, focusing on diverting customers to digital self-service options.
• Lead initiatives to increase the usage of digital tools, such as self-service portals, CRM enhancements, and automation platforms, within the contact center.
• Collaborate with IT, Transformation, and Training teams to plan, test, and implement new digital solutions.
• Develop and deliver training sessions, toolkits, and digital guides to support frontline teams in using new technologies effectively.
• Act as a digital ambassador by identifying barriers to adoption and providing solutions to enhance tool usage and user experience.

Data and Trend Analysis

• Conduct data analysis to identify trends and insights that inform digital adoption strategies and improve customer service operations.
• Utilize analytics to measure the effectiveness of digital tools and platforms, driving data-driven decisions.
• Prepare reports and dashboards to communicate key metrics and insights to stakeholders.

Business Case Development

• Develop business cases to support digital initiatives, focusing on deriving cost savings and cost avoidance.
• Analyze financial and operational data to quantify the benefits of digital adoption and change management strategies.
• Collaborate with finance and operations teams to ensure accurate and compelling business case presentations.

Change Management

• Design and implement structured change management strategies to drive the successful adoption of new processes and technologies.
• Conduct change impact assessments and stakeholder analyses for major projects to understand and mitigate potential challenges.
• Facilitate communication and engagement strategies tailored to resonate with diverse employee groups.
• Monitor and report on adoption metrics and user feedback to drive continuous improvement.

Stakeholder Collaboration

• Collaborate closely with internal teams, including Customer Experience, Operations and Technology teams to align digital adoption initiatives with business priorities.
• Serve as a key liaison between contact center teams and cross-functional digital transformation initiatives.

Continuous Improvement

• Identify gaps in current digital workflows and propose enhancements to improve operational efficiency.
• Stay informed about digital trends and emerging technologies in customer service and the life insurance industry to guide strategic decisions.

Required Qualifications

• Bachelor's degree in Business Administration, Information Technology, Data Analysis, Change Management, or a related field.
• 3-5 years proven experience in digital adoption, change management or a similar role, preferably within a contact center or customer service environment.
• Strong understanding of digital tools and platforms used in customer service operations.
• Excellent communication and interpersonal skills, with the ability to engage and influence diverse stakeholders.
• Demonstrated ability to lead training sessions and create effective training materials.
• Strong analytical and problem-solving skills, with experience in data analysis and business case development.
• Experience in conducting change impact assessments and developing communication strategies.
• Familiarity with emerging digital trends and technologies in the customer service industry.
• Demonstrated expertise in creating professional and visually appealing PowerPoint presentations.
• Experience in structuring presentations to tell a coherent and impactful story.
• Ability to simplify complex ideas and present them in an understandable and relatable manner.

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.

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 [e-mail]。

Working Arrangement

混合式