Manager of Digital Performance (Adoption and Servicing)

Job summary

Develop and execute strategies to increase digital banking adoption and servicing, improve customer experiences, reduce contact center calls, and build business cases that demonstrate financial value. Lead cross-functional roadmaps and technology partnerships, use customer feedback and performance data to optimize digital channels, and report on initiative outcomes.

Job details

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: Digital Servicing Adoption: 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. #LI - 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 hr@manulife.com. 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 hr@manulife.com 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 hr@manulife.com 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.

What you’ll do

Develop and execute strategies to increase digital banking adoption and servicing, improve customer experiences, reduce contact center calls, and build business cases that demonstrate financial value. Lead cross-functional roadmaps and technology partnerships, use customer feedback and performance data to optimize digital channels, and report on initiative outcomes.

Requirements

Requires 5–7 years of relevant experience in customer digital adoption, with deep expertise in digital banking, digital platforms, and strategic product roadmaps. Candidates should bring strong analytical and business-case skills, experience with performance data and A/B testing, project management and communication abilities, and familiarity with agile methods and human-centered design.

Benefits

• Health Insurance • Dental Insurance • Mental Health Benefits • Vision Insurance • Short-Term Disability Insurance • Long-Term Disability Insurance • Life Insurance • Accidental Death And Dismemberment Insurance • Adoption And Surrogacy Benefits • Wellness Benefits • Employee And Family Assistance Plans • Pension Plan • Global Share Ownership Plan With Employer Matching • Financial Education And Counseling • Paid Holidays • Vacation • Personal Days • Sick Days • Statutory Leaves Of Absence • Incentive Compensation

Listed skills

• Data analysis · Preferred
• Project management · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Digital Banking Adoption
• Digital Customer Engagement
• Digital Product Roadmapping
• Data Analysis
• Business Case Development
• A/B Testing
• Customer Journey Analysis
• Customer Experience Optimization
• Agile Methodologies
• Human-Centered Design
• Project Management
• Cross-Functional Collaboration
• Performance Measurement
• KPI Development
• Contact Center Call Reduction
• Digital Servicing
• Influencing Skills
• Digital Banking
• Digital Customer Strategy
• Digital Sales
• Workplace Inclusivity
• Digital Customer Experience (DCX)
• Influencing Without Authority
• Product Roadmaps
• Profit And Loss (P&L) Management
• Business Objectives
• Digital Channels
• Time Off Management
• Information Gathering
• Data-Driven Decision Making
• Analytical Skills
• Agile Methodology
• Artificial Intelligence
• Analytics
• Mental Health
• Business Case
• Investments
• Mobile Application Development
• Customer Service
• Communication
• Customer Engagement
• Continuous Improvement Process
• Financial Education
• International Finance
• Innovation
• Key Performance Indicators (KPIs)
• Persuasive Communication
• Presentations
• Proactivity
• Refining

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Data & Analytics
• Technology
• Digital Performance Manager
• Digital Experience Manager
• Web and Multimedia Developers
• Managers, All Other