Director, Digital Performance And Adoption

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

Key Accountabilities:

Sales And Service

• You will be responsible for Digital Sales Optimization and creating/executing strategies to drive digital sales growth.
• Evangelize the opportunities in our digital channels and build compelling business cases to monetize on these opportunities.
• Proactively work with the team to build effective digital sales campaigns, targeted customer acquisition tactics, and identify cross-selling opportunities.
• Drive data informed decisions- Proactively monitor and analyze sales metrics, funnel performance, and customer behavior to identify areas for improvement and build plans/tactics to meet and exceed digital sales targets.
• Responsible for driving simple, intuitive customer experiences on our public sites, sales applications, and secure sites, and responsible for driving results- both sales and usage

Customer Focus

• Leverage customer feedback and market research to drive customer-centric product and service enhancements.
• Ensure seamless integration and alignment across all channels, providing a consistent and engaging experience.
• Continuously improve the digital customer experience by analyzing customer journeys, identifying pain points, and implementing solutions to streamline processes, simplify navigation, and enhance self-service capabilities.

Execution And Reporting

• Work with cross-functional teams to create and lead product roadmaps.
• Prepare reports and presentations for senior management, highlighting achievements, challenges, and recommendations for improvement.
• Establish key performance indicators (KPIs) to measure the effectiveness of digital sales and service initiatives.
• Co-own investment plan with Director, Digital Strategy, and Director, Digital Delivery
• Work closely with technology partners on future proofing our technology investments.
• Provide leadership and direction to teams in defining and articulating new ways to enhance customer value to achieve the Bank’s business goals, including Value stream and functional unit level OKRs.
• Work closely with our delivery organization to prioritize work, business case all initiatives, and to build requirements.

Leadership And Team

• Build and lead a high-performing digital sales and service team, fostering a culture of innovation, collaboration, and continuous learning. Set clear objectives, provide guidance, mentorship, and support to enable individual and team success.

What motivates you?

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

What We Are Looking For

• 5-10 years of relevant digital sales, service, and product management experience in a fast-paced environment, with deep experience in digital banking
• Deep experience in financial services and delivering on P&L objectives.
• A flair for turning complex business problems into successful digital experiences.
• Demonstrated experience leveraging data to drive sales results.
• Experience in people development and leading/building high performing teams.
• Both big picture thinking and detail-oriented doing.
• Experience working with agile teams.
• Experience using agile methodologies and human centered design principals to deliver value in a fast paced, matrixed environment.
• Deep understanding of technology and platforms and how to use technology to deliver digital results.

What can we offer you?

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

Our commitment to you

• Continuous innovation: We invite you to help redefine the future of financial services.
• 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.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
• Delivering the promise of Diversity, Equity, and Inclusion; We foster an inclusive workplace where everyone thrives.

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 [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.