Customer Platforms Manager

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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

Job Description

The opportunity

The Customer Platforms Manager is accountable for the development of the Customer Website (webapp and mobile app) to ensure the said platform provides value to Manulife customers, managing/collaborating with the team of developers to deliver features and functionalities of the platform based on customer and business needs and develop a comprehensive change management plan to encourage customer adoption and engagement.

Responsibilities

• Oversee the development of the Customer App. The Customer Platforms Manager is responsible for translating strategies to tasks for development and execution
• Partner with internal teams to understand customer and business needs. This entails constant listening to the voice of the customer via transactional net promoter score surveys to gather pain points and work to address these. Close coordination with Operations is also mandatory to ensure the mobile app contributes to cost efficiencies.
• Collaborate with the regional office and other business units in Asia to ensure alignment on digital roadmap.
• Design change management strategy to improve customer adoption and engagement of the web and mobile app. This entails strong collaboration with the NPS and Experience Design team, the Customer Engagement team as well as the Branding teams to create a holistic strategy to engage customers and help them see the benefit of the customer website.
• Liaise with other Product Owners to align timelines and dependencies to ensure smooth development of feature releases of the web- and mobile app.
• Assist the Customer Platforms Lead in preparing g the business case for all Book-of-Work (BOW) budgetary requirements for the mobile app, and monitor expenses against the approved funding. Continuously track benefits vs project cost.

How will you create impact?

The role will report to the Customer Platforms Lead.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Must be a degree holder of any 4-year business or operations-related course
• At least 3 years of experience in customer experience, service quality, customer engagement, mobile app design or related function
• Knowledgeable in MS Office applications
• Highly analytical, creative, and organized
• Strong project management skills; able to deliver multiple requirements on time
• Demonstrated leadership potential; able to influence others despite the absence of reporting relationships
• Strong communication skills, both verbal and written
• Ability to work independently with minimal supervision
• Ability to manage a small project team
• Excellent negotiation skills
• Ability to interact with senior leaders confidently
• Should have the ability to execute plans excellently

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

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 .

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.

We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.

We're proud of our accomplishments and recognitions. Recent awards include:

• Best Place to Work in Asia-Pacific 2022
• Best Place to Work for LGBTQ Equality 2022

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