Director, Adoption & Engagement Specialist

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.
Working Arrangement
Hybrid

Manulife is embarking on a journey to become the most digital, customer-centric leader in our industry. To support this bold ambition, the Digital Transformation team is creating an innovative product that revolutionizes the way we service and satisfy customers at scale (the Voice of the Customer Insights Hub on the VOICE platform).
Reporting to the Senior Director, Digital Transformation & Value Realization Owner, the Director, Adoption & Engagement Specialist will support the team’s mandate of promoting the value of the Voice of the Customer Insights Hub, increasing user adoption, managing stakeholder relationships, and sharing success stories about the value enabled by VOICE.
Responsibilities

• Attract, develop, engage, coach, and retain diverse leadership and talent
• Develop an overall adoption strategy for the VOC Insights Hub globally and implement this strategy through organic and inorganic growth
• Track, report progress, and improve relevant KPIs (examples: success stories, active users, etc.)
• Create and conduct training using varied media (examples: live and recorded sessions, podcasts, videos, PDF/Word documents, Yammer posts)
• Meet with stakeholders and champions on a regular cadence to track adoption progress and to continuously socialize new features of VOICE
• Lead and leverage internal support partners to enable achievement of overall Digital Transformation goals (Technology, Advanced Analytics, Customer Experience, Human Centered Design, Agile, Digital, Finance, HR, Risk)
• Manage complexity across a range of issues—prioritize and manage competing initiatives; challenge the status quo and suggest alternative ways of conducting operations
• Increase number of active users and align with them on the benefits of VOICE ("what's it in for them")
• Present roadshows and VOICE demos to interested stakeholders and to senior leadership with customized content
• Develop and prepare executive presentation materials, metrics and performance reports, and ad hoc requests including crafting analysis, conclusions, and facilitating associated actions
• Engage directly with executive / senior leaders and teams across the organization to create alignment on key initiatives and help develop implementation roadmaps, as needed
• Work across different teams and with all levels of management to form relationships and business knowledge. This includes collaborating with Delivery team (Team-of-Teams structure) to understand changes sprint over sprint and update training materials accordingly

Qualifications

• A creative thinker with strong problem-solving skills who can generate options, build consensus, and execute with excellence
• Motivated self-starter and strong problem solver
• Ability to adapt in a dynamic, ever-changing work environment
• Familiarity with emerging communication media such as wikis, blogs, videos, infographics, and other tools and how they can be applied in an enterprise environment
• Demonstrated experience leading and managing projects through a combination of influence and direct authority
• Prior experience in developing and implementing effective communications plans and solutions to meet business need will be an asset
• Effective communicator (verbal and written)
• Proven ability to help develop, recommend, and implement communications tactics consistent with business objectives
• Excellent organizational and project management skills with the ability to juggle competing priorities as assigned
• University or College degree focusing on Business, Technology, or Communications
• Possesses a balance of strategic, technical, operational and tactical leadership skills; demonstrated ability to operationalize learning best practices
• Exhibits strong understanding of issues and challenges for the businesses today and for the future
• Excellent interpersonal skills with the ability to influence, negotiate, and build consensus effectively
• Able to scale processes in a large scale highly complex “hands-on” organization

What motivates you?

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

What can we offer you?

• Flexible work policies and strong work-life balance
• A competitive salary and benefits packages
• A focus on growing your career path with us
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
• 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 opportunities - we create opportunities to learn and grow at every stage of your career
• 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
• Continuous innovation - we invite you to help redefine the future of financial services

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
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 [email protected].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Toronto, Ontario
Salary range is expected to be between
$100,500.00 CAD - $180,900.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.