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　　Working Arrangement

　　Hybrid

　　Job Description

　　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.

　　Collect and analyze relevant data to identify root causes and determine key areas for improvement. Apply statistical methods and data-driven insights to make informed decisions.

　　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 vendor partners.

　　Manage all (third party and inter-entity) contracts and related governance within Manulife Bank

　　Ensure the team is administering annual vendor assessments, due diligence, scorecards, performance review programs, quarterly business review meetings, and ensure vendors are meeting their commitments to the Bank.

　　What we are looking for:

　　5-10 years of relevant banking experience in various channels (phone, face to face, digital), across sales, service, and product management

　　Experience delivering on cross channel/Omni process improvements for a financial institution.

　　Exceptional problem-solving skills and a data-driven mindset.

　　A strong ability to operate in grey.

　　A flair for turning complex business problems into easy-to-understand solutions.

　　Demonstrated ability to optimize processes to reduce time to complete task, costs, and increase revenue.

　　Experience using agile methodologies and human centered design principals to deliver value in a fast paced, matrixed environment.

　　Both big picture thinking and detail-oriented doing.

　　Agile experience and SAFE certifications are an asset.

　　Certification as a Lean Six Sigma Black Belt or equivalent is an asset

　　Proven experience as a Process Improvement Black Belt or similar role, leading successful process improvement initiatives.

　　Experience in vendor management and governance

　　Location :

　　Primary Location- Toronto, Secondary Location - Waterloo

　　About Manulife and John Hancock

　　Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

　　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 .

　　Salary & Benefits

　　The annual base salary for this role is listed below.

　　Primary Location

　　Toronto, Ontario

　　Salary range is expected to be between

　　$103,050.00 CAD - $185,490.00 CAD

　　If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

　　Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.