Avp, Digital Performance and Adoption

5 months ago

Toronto, Canada Manulife Full time

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

**Job Description**:
We’re looking for an AVP, Digital Adoption and Performance, to lead the Digital Sales, Service and Analytics team for Manulife Bank’s Digital platforms.

In this role, you will be responsible for developing and implementing strategies to drive digital sales growth, deepen customer relationships, and increase usage of our online banking and mobile platforms. Your expertise in digital sales and customer engagement in financial services, coupled with your understanding of building sales platforms, capabilities, and roadmaps for online banking and mobile will be instrumental in shaping Manulife Bank's digital transformation journey.

You will also be responsible for leading an Analytics team, tasked with cross channel analytics and reporting, transforming the team from one that builds and reports to one that injects insights and strategic recommendations into our day-to-day decisions and long-term investment plans. In addition, you will ensure the larger digital organization
- including channel effectiveness, delivery and strategy are leveraging these insights and adopting a culture of data driven decision making.

You will be responsible for leading and contributing to hard-working teams who are passionate about developing great experiences that provide value to customers. You are adept at knowing how to navigate and positively influence an organization cross functionally and you have a demonstrated ability in balancing long-term product strategy with near term imperatives. You are naturally curious, have a love for data and have a proven track record at making data driven decisions. You take initiative and know how to monetize and evangelize a vision and have experience driving sales and service objectives in banking. You have an in depth understanding of sales platforms, mobile and online banking capabilities, and have deep knowledge and experience on building and executing on platform capability roadmaps. This role will have a team of Digital Sales and Service focused Managers reporting to them and will be responsible for coaching and career development.

Key Accountabilities:
Sales and Service:

- You will be responsible for Digital Sales Optimization and creating/executing strategies to drive digital sales growth.
- Responsible for funnel management of our sales platforms, including an understanding of Identity Proofing
- 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.
- both sales and usage
- Evangelize the opportunities in our digital platforms 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.
- Leverage your deep understanding of the online banking and mobile transactional space, as well as experience in building roadmaps that will increase usage of these digital platforms.

Insights and Analytics:

- Responsible for an omni channel insights and analytics team that ties together our sales reporting across all channels (advisor/broker/ATM/phone/Digital) nationwide.
- Lead the development of a data-driven decision-making culture by developing policies and strategies around driving business performance through data analytics.
- Ensure the team is producing deep fulsome analysis and recommendations on product, sales and other portfolio metrics, compensation/commissions, territory optimization, and profitability, and sales funnel measurement.
- Oversee the development of management tools and reporting metrics to help support the overall strategy and drive the business forward.
- Inject digital thought leadership into the reporting team, expanding the team to include digital reporting, sales funnel analysis and platform KPIs
- Responsible for deep fulsome analysis and recommendations on product, sales and other portfolio metrics, compensation/commissions, territory optimization, and profitability, and sales funnel measurement.
- Overall responsibility and accountability of reporting and analytics that impact approx. $3B to $5B+ in sales and $25MM+ in annual compensation while taking the sales practice impact into account.
- Responsible for financial business case development, utilizing concepts like IRR, NPV, payback

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