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.

In Office
Job Description
The opportunity
This role reports to the Chief Customer Officer of Vietnam and collaborates with Marketing, Distribution (Agency and Partnership Distribution), IT and Operations leaders and supports the company to invest in the best in market experience for profitable customer outcomes.

On the job you will:
1. Lead the Customer Strategy covering (a) Strategy (prioritization, planning, implementing, tracking and reporting), (b) Drive NPS outcomes (external - internal storytelling to distributors and operations teams) and (c) Digital KPIs & customer experience KPIs, Benchmarking & Reporting.
2. Own the Customer Experience minimum standards: Best-in-class & unified experience for all customer platforms and apps to drive improved business outcome for customers; translate and deliver the Global Digital Guidelines in the Vietnamese context.
3. Design and deliver the unified Acquisition, Engagement, Service and Claims platforms strategy to help Manulife achieve our bold ambition in becoming a Digital Customer Leader & #1 Insurer in the industry.
4. Set-up Medallia enablement for NPS outcomes, lead efforts to automate the feedback from the customers in key touchpoints, enhance turnaround time with feedback sent to respective functions and leaders to power the Future of Vietnam CX.
5. Human Centre Design driven Digital Servicing and Customer Engagement: Define strategies and implement frictionless journeys to help operations team drive customer self-service / STP and ensure our digital servicing offerings are in line with customers’ expectations, with HCD principles in place. Develop digital service and customer engagement strategy in collaboration with the COO and CIO of Vietnam.
6. Execute a clear program of work to:
a. Remove customer pain points through the customer journey and work in partnership with regional design team and local operations & IT teams to instill customer listening and build data insight driven action plans.
b. In partnership with operations team, identify the opportunities to remove paper on customer episodes that should be digitized. Drive the r NPS & t NPS outcomes by highlighting and helping remove key irritants by leveraging new tech & data.
c. In partnership with marketing, analytics and distribution to create ‘Next best offer framework’ for x-sell and up-sell leads opportunity within the single customer app experience.
7. People Leadership and Development: Manage and coach a team that embraces the new ways of working and collaborate with cross functional stakeholders across Vietnam. Consistently demonstrate behaviors that support Manulife’s values.

What motivates you?

• You obsess about customers, listen, engage and act for their benefits
  
• You think big, with curiosity to discover ways to use your agile mindset 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 Business, Marketing, or related field.
  
• Proven experience in developing and executing successful strategic plans.
  
• Strong leadership skills with the ability to inspire and motivate a high-performing team.
  
• Excellent communication and interpersonal skills with the ability to build strong relationships.
  
• Strategic mindset with the ability to analyze data and make informed decisions.
  

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

• Our mission, to be a part of making Decisions Easier and Lives Better
  
• A leadership team dedicated to your growth and success
  
• A bold ambition and set of goals to be a leader in driving transformation in our industry
  
• Our best. Every day.
  

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 recruitment@manulife.com .