Head of Digital Transformation

The opportunity

The Head of Agency Digital Transformation is responsible for leading the digital deployment, training, and field help desk activities for the Agency across all sales channels. As the Agency's digital ambassador, this role is essential for ensuring the rapid and effective adoption of digital tools and strategies by all sales channel members. This includes overseeing the implementation of digital initiatives and providing ongoing support and training.

Responsibilities

• Develop and implement long-term digital strategies to achieve revenue and market share objectives.

• Identify and capitalize on opportunities for growth, implement necessary short-term digital initiatives to meet targeted performance metrics effectively.

• Continuously monitor and assess the effectiveness of digital strategies, making necessary adjustments to ensure optimal outcomes.

• Manage, mentor, and motivate team members, providing direction and guidance to achieve Division objectives.

• Offer guidance, support, and professional development opportunities to team members.

• Foster a positive and collaborative team environment.

• Lead the planning, execution, and management of digital deployment projects across all channels.

• Ensure that all digital tools and platforms are effectively integrated and utilized within the Agency to enhance operational efficiency.

• Coordinate with IT and other departments to ensure seamless deployment and minimize disruptions to Sales and Operations.

• Develop and implement comprehensive training programs for all sales channel members to facilitate the adoption of digital tools.

• Conduct training sessions and workshops, to educate staffs, agency force and other Sales Channels on new digital initiatives and best practices.

• Create and distribute training materials, including user guides, video tutorials, flyers, and FAQs to support learning and effective use of digital tools.

• Execute digital development and transformation initiatives with support from key stakeholders.

• Collaborate closely with teams such as Agency Services, Agency Recruitment, Agency Sales, Agency Strategy Performance and Management, Product Development, Marketing, Operations and others to align digital roadmap with overall Agency’s goals and objectives.

• Gather feedback from stakeholders to continuously improve digital initiatives and address any concerns effectively.

• Oversee field help desk operations to ensure timely and effective support to sales channel members.

• Implement a robust help desk system to efficiently track and resolve issues and inquiries related to digital tools.

• Analyze help desk data to identify common issues and develop proactive solutions to prevent future occurrences.

• Regularly review and analyze performance data to measure the success of digital initiatives and identify trends.

• Gather feedback from sales channel members to pinpoint areas for improvement and ensure their needs are met.

• Implement changes and enhancements based on performance data and feedback to continuously improve digital capabilities and drive better outcomes.

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

• Bachelor’s degree in any discipline.

• Minimum of 15 years of related experience in Life Insurance industry, with a proven track record of agency digital management, training and demonstrated good working relationships in this field.

• Ability to maintain a macro view and identify problems and opportunities and develop practical solutions.

• Strong leadership and team management abilities.

• Strategic thinking and problem-solving abilities

• Results oriented with strong timeline management capabilities.

• Ability to work independently and collaboratively within a team environment

• Proficient in both written and verbal communication in English.

• Excellent stakeholders’ management, negotiation, communication and interpersonal skills

• Proficiency in using digital tools and platforms relevant to the Agency business.

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 provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.