Director, Channel Effectiveness

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

We are looking for a Director, Channel Effectiveness, to lead our Omni Channel experiences and vendor management for Manulife Bank.

In this role, you will be responsible for two key functions:
Omni Channel experience and process improvement Vendor relationships and governance

You will be responsible for leading and contributing to a cross functional team who is passionate about developing great experiences that provide value to partners and customers. You are adept at knowing how to navigate and positively influence an organization cross functionally and you have a demonstrated ability to balance long-term 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 optimize processes to reduce friction for customers, reduce costs, and increase revenue opportunities. This role will have a team of 3-4 people reporting to them and will be responsible for coaching and career development.

**Key Accountabilities**:
**_Omni Channel experience and Process Improvement: _**

As a customer experience and process Improvement specialist, you will be a vital member of our organization's team. You will be responsible for identifying and driving process improvement opportunities across channels, aiming to optimize efficiency, improve customer experience, and reduce unnecessary handoffs and cycles between channels. You will complete customer journey maps, and utilize process improvement methodologies to identify opportunities, analyze data, business case opportunities, and work with extended teams to implement sustainable solutions that positively impact the organization's productivity, profitability, and most importantly, customer experience.
- Document end to end journey maps for customer touchpoints across products and channels.
- Proactively identify cross channel process improvement opportunities, create business cases and execution plans for these opportunities.
- Conduct thorough process analysis to understand current workflows, pain points, and bottlenecks.
- Work with cross-functional teams to design and implement process improvements. Develop action plans, set measurable objectives, and track progress to achieve desired outcomes.
- Utilize process improvement principles, tools, and techniques to initiate and deliver process improvement initiatives.
- Leverage internal metrics, customer feedback and market research to drive customer-centric process enhancements.
- Continuously improve the omni customer experience by analyzing customer journeys, identifying pain points, and business casing/implementing solutions to streamline/simplify processes, and enhance self-service capabilities.
- Facilitate the adoption of process improvements by working closely with stakeholders to address resistance to change and ensure smooth transitions.
- Establish key performance indicators (KPIs) to monitor the effectiveness of implemented improvements. Regularly assess and report on the impact of process changes.

**_Vendor Relationships and Governance: _**

The Partner Management Team is a centralized point of contact for all Manulife Bank vendor partners, providing knowledge and consulting expertise with respect to partner contracts and relations, that support the overall Manulife Bank strategy. This group is responsible for the end-to-end execution of the sourcing process for small to medium size contracting initiatives.
- Build a framework for Bank vendor governance in partnership with our global sourcing team
- Determine sourcing strategy and conduct analysis and negotiations.
- Liaise with Business Leaders and Partners to ensure business goals are achieved. Influence requirements from business partners necessary to evaluate and select suppliers.
- Conduct baseline and market analysis, develop sourcing strategy, and conduct contract negotiations.
- Support and ensure initiatives follow the ‘Request for Proposal’ processes when required Lead new contract reviews for Highest Risk vendors by reviewing and collecting approvals from internal stakeholders including Legal, Technology, Product, Compliance, Privacy, Information Risk Management, Operational Risk etc.
- Build and develop strong strategic relationships with key vendors and partners. Monitor partner performance, address any challenges or issues, and implement strategies to support a mutually beneficial relationship with all our ve