Manager of Digital Performance (Adoption and Servicing)
About The Position
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.
Requirements
- 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.
Responsibilities
- 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.
- Champion the opportunities within our digital channels, crafting persuasive business cases to monetize these opportunities.
- Work closely with our contact center to understand top call volumes and build solution to reduce calls.
- 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.
- Collaborate with technology partners to future-proof our technology investments, ensuring that digital solutions remain relevant and forward thinking.
- 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.
- Ensure seamless integration and alignment across all customer touchpoints, providing a consistent and engaging experience throughout the customer journey.
- Leverage customer verbatims and usability feedback to continually refine and optimize digital experiences, ensuring that they align closely with customer expectations and business objectives.
- Establish key performance indicators (KPIs) to measure the effectiveness of digital service initiatives, ensuring that progress is quantifiable and actionable.
- Support the development of comprehensive reports and presentations, highlighting achievements, challenges, and recommendations for continuous servicing improvement.
- 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.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada includes holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
