Manager of Digital Performance - Toronto, Canada - Manulife

Manulife

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
Hybrid

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 AVP of Digital Performance, Adoption & Insights 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.

Key Accountabilities:

_Digital Servicing Adoption:
_

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 futureproof 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 selfservice 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.

What motivates you?

You are highly analytical, resourceful, entrepreneurial, and can read through data and develop insights that can be translated to next steps.
You are a digital thought leader, with the ability to deliver on immediate objectives and balance that with an organization's longterm strategy.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You take ownership and initiative and can drive teams to achieve results, focusing on what matters.
You obsess about customers, listen, engage, and act for their benefit.
You take initiative and roll up your sleeves to get work done.

What we are looking for: