Job title: Director, Channel Effectiveness

Company: Manulife

Job description: 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

Job Description

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.

• 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.
• Provide sourcing thought leadership and day-to-day oversight of resource activities.
• 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 our vendors/partners are meeting SLAs and are delivering roadmaps to future proof our businesses.
• Lead a team that will be involved in all stages of the vendor management lifecycle with a heavy focus on the due diligence and ongoing monitoring phases.
• 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.
• Ensure vendor compliance with Bank and Global vendor policies.

Broker Oversight:

The Broker oversight team provides oversight, controls, and expertise within Manulife Banks Mortgage Broker Channel. This function ensures brokers are onboarded effectively, that all funding requests are accurate, and that funding is being achieved on time. This team also ensures that brokers are receiving commissions on time and accurately.

• Effective and frequent liaison between Sales team and vendor Operations group.

• Attend and present at Sales meetings and events on Vendor performance, receive sales feedback on vendor performance, create priority lists for projects to streamline and optimize deal processes, etc.
• Work with the Commission squad to ensure that Broker Commissions are being paid on-time and accurately.
• Development & Oversight of new Broker onboarding process
• Assist Product Management with the development of mortgage product enhancements or updates.
• Work with Product to enhance our current presence on websites and portals and lead through to implementation.
• Broker Channel Escalations and Exceptions request management (escalation protocol and logging), as well as management of escalation protocol with all vendors.

Channel Process Improvement:

As a Process Improvement Black Belt, 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 utilize Lean Six Sigma methodologies and other process improvement techniques to identify these opportunities, analyze data, and work with extended teams to implement sustainable solutions that positively impact the organization’s productivity and profitability.

• 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.
• Utilize Lean Six Sigma principles, tools, and techniques to drive process improvement initiatives. Work with cross-functional teams in the application of DMAIC (Define, Measure, Analyze, Improve, Control) and other process improvement frameworks.
• 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.
• Work with cross-functional teams to design and implement process improvements. Develop action plans, set measurable objectives, and track progress to achieve desired outcomes.
• 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.

Leadership and Team:

• Build and lead a high-performing cross functional team, fostering a culture of innovation, collaboration, and continuous learning.
• Set clear objectives, provide guidance, mentorship, and support to enable individual and team success.

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.
• Experience in vendor management and governance
• 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
• Proven experience as a Process Improvement Black Belt or similar role, leading successful process improvement initiatives.
• Familiarity with OSFI B-10 Guidelines is an asset.

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 $100,500.00 CAD – $180,900.00 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.

Expected salary:

Location: Toronto, ON

Job date: Sun, 13 Aug 2023 05:48:10 GMT