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

In Office

Job Description

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Manager/ Associate Director, Service and Process with the resources to solve critical problems for the future of our business, which is why we need you.

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 mindset 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

We are looking for someone with:

• Degree holder, with minimum 8+ years of experience in Financial Institutions.

• Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.

• Experience in insurance industry and agency servicing would be an advantage.

• Highly self-motivated, independent with collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.

• Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.

• Strong in problem solving, logical and structured, comprehend complex situations for effective solutions and alternatives.

• Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.

On the job you will:

• Support department head in developing programs and roadmaps pivoting a human center contact center for servicing customers and distributors.

• Review, design and execute changes to internal processes, eliminate redundant tasks and drive digital processes for the benefits of customer and staff experience.

• Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human center process.

• Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions and promote STP.

• Employ data to identify improvement opportunities and establish actions plan for service and process transformation.

• Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leader Agenda for Contact Center.

• Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance; and prepare management updates material and presentation.

• Lead review meetings, deliver regular communications regarding center performance progress, area of attention and expected improvement actions.

• Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard and workforce management.

• Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.

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 .