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 in collaboration with our agile delivery and product teams, you possess the ability to adeptly navigate and positively influence cross-functional dynamics within the organization. Your deep understanding of digital sales (direct to customer and advisor-assisted) and digital platforms (web & mobile app) positions you as a leader in getting results. You are an experienced people leader who knows how to empower and motivate your team. 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. You are recognized as a digital leader with vision, with a track record of influencing senior leadership and shaping enterprise-level digital strategies.

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 & 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 our 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 expertly enhance digital sales processes and drive digital adoption.
• Expert analytical skills and use of analytics tools and platforms (VOICE, Salesforce, PowerBI) with 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 in 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.
• Demonstrated ability to shape and drive enterprise-wide digital strategy by influencing senior leadership and cross-functional teams, ensuring alignment with long-term business 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, with the ability to collaborate with multiple partners and effectively articulate progress, next steps, and challenges/roadblocks.
• Experienced in building and scaling high-performing teams with a track record of leading teams to drive results, through coaching, talent development, and effective succession planning.
• 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.

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.
• A s 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, 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 recruitment@manulife.com .

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$105,750.00 CAD - $190,350.00 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.