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Digital Adoption Manager

3 weeks ago

Quebec City, Canada Manulife Full time

locations- Québec - Travail à domicile- Ontario - Travail à domicile- Nouvelle-Écosse - Travail à domicile- Nouveau-Brunswick - Travail à domicile- Saskatchewan - Travail à domicile**s**
- time type- Temps plein- posted on- Publié aujourd'hui- job requisition id- JR24020854- Nous sommes un fournisseur de services financiers qui s’emploie à faciliter les décisions de nos clients et de nos _collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l’ensemble de nos activités. _Pour nous aider à nous démarquer, nous vous aidons à progresser, parce que lorsque nos collègues sont en santé, respectés et vraiment valorisés, nous nous épanouissons tous. Découvrez comment vous pouvez faire progresser votre carrière, avoir une influence et susciter un réel changement avec notre équipe gagnante dès aujourd’hui._
- Semaine de travail comprimée

À distance
- Description d’emploi
- 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.
- 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
- Service Adoption:_- 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.- Customer focus (includes Distributor, Advisor, and end Consumer):_- 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.- Execution and Reporting:_- 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.- How will you create impact?
- 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.
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