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Canada Jobs® - Ai Resume Scoring
Description
We are seeking a Manager of Digital Adoption to play a pivotal role within Insurance Operations.
Reporting directly to the Director of Continuous Improvement, this role offers an exciting opportunity to make a significant impact on Manulife Insurance’s digital evolution.
In this position, your primary responsibility will be to craft and execute innovative strategies aimed at propelling digital servicing growth, fostering customer engagement, and boosting the utilization of our digital properties and mobile platforms. Leveraging your expertise in digital customer engagement within the financial sector, you will play a vital role in ensuring Insurance Canada 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 positions you as a leader in constructing data-driven business cases. You thrive on taking initiative and have a proven record of driving digital service (increasing usage of online self-service and mobile, reducing call volumes, minimizing customer irritants, and deepening customer relationships) within the Financial/Insurance sector. You have a solid record of accomplishment in balancing the goal of meeting company objectives with delivering solid roadmaps and business cases to meet these objectives while increasing customer satisfaction and loyalty.
This role supports multiple businesses under the Insurance umbrella (e.g., Retail Insurance, Affinity, Guaranteed Investments)
Responsibilities
Enhanced Customer Experiences: Drive/participate in the creation of intuitive customer experiences on our secure websites and mobile applications, with a focus on increasing usage of our digital servicing channels.
Call reduction: Work closely with our contact center to understand top call volumes and partner with the value streams to build solutions to reduce calls.
Adoption Strategy: Develop and manage the vision, strategy, measurement/reporting, and prioritization of digital asset adoption to ensure alignment with organizational goals.
Cross-functional collaboration: Collaborate closely with cross-functional teams to create and lead digital adoption roadmaps, ensuring that digital initiatives are in line with broader business objectives.
Technology Partnership: Collaborate with technology partners to future-proof our technology investments, ensuring that digital solutions remain relevant and forward-thinking.
Business Casing: Champion the opportunities within our digital channels, crafting persuasive business cases to monetize these opportunities.
Continuous Improvement: 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.
Multi-Channel Integration: Ensure seamless integration and alignment across all customer touchpoints, providing a consistent and engaging experience throughout the customer journey.
Customer Feedback: Leverage customer verbatims and usability feedback to continually refine and optimize digital experiences, ensuring that they align closely with customer expectations and business objectives.
Performance Measurement: Establish key performance indicators (KPIs) to measure the effectiveness of digital service initiatives, ensuring that progress is quantifiable and actionable.
Reporting Impact: Support the development of comprehensive reports and presentations, highlighting achievements, challenges, and recommendations for continuous servicing improvement.
Prioritization and Requirements: Collaborate closely with our delivery organization to prioritize work and business case all initiatives, ensuring that resources are allocated effectively.
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
5-7 years of relevant experience in digital service and product management within a fast-paced environment.
Advanced knowledge of digital channels and platforms, with a record of accomplishment of developing strategic digital adoption roadmaps.
Proven experience in utilizing data to identify and integrate adoption opportunities that drive successful digital customer behaviors and servicing results.
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.
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.
Boundless opportunity: 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.
Great News! We've discovered an exciting live job opportunity for a Digital Adoption Manager position in Canada. This job is currently open for hiring/recruiting by Company 1 - The Manufacturers Life Insurance Company, exclusively for you at Canada Jobs. Feel free to download the job details here.
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Yes, we found live job(s) for Company 1 - The Manufacturers Life Insurance Company in Canada.
Digital Adoption Manager jobs are available in Canada.
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The average salary range for Digital Adoption Manager in Canada varies, but the standard pay scale is rated "Standard" in Canada. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively.
To apply for a job at Company 1 - The Manufacturers Life Insurance Company follow the application process following the "Apply Now" button at Canada Jobs and also you can visit Company 1 - The Manufacturers Life Insurance Company official career page and follow their application process.
Key qualifications for Digital Adoption Manager typically include a list of qualifications and expertise as outlined in Bureau of Labor. Be sure to check the specific job listing for detailed requirements and qualifications.
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Benefits for Digital Adoption Manager positions may include a list of benefits. These can vary from company to company, so it's important to review the specific job listing for details on benefits offered by the employer.
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