Business Owner

Position Responsibilities

• Drive Global Contact Center transformation through modern technology, ensuring customer experience and productivity benefits are achieved.
• Optimize contact center technologies, including AWS, Salesforce, and Generative AI, with a focus on user interface design, process flow, and GenAI bot use cases.
• Partner with segment contact center, IT, value stream, operations, legal, risk, and business teams to gather requirements, align priorities, and support expected outcomes.
• Develop and manage coordinated plans for use cases and initiatives, ensuring key metrics, success criteria, risks, and issues are documented and monitored.
• Support Global Contact Center Program Management reporting, including initiative planning, budgets, KPIs, resource demand, benefits tracking, and capacity planning.
• Navigate ambiguity across global teams and multiple business segments while balancing competing stakeholder priorities.
• Act as a change agent by building awareness, supporting adoption, and helping teams align around a shared transformation vision.

Required Qualifications

• Experience working with contact center operations, customer support environments, technology enablement, business transformation, program management, or related operational initiatives.
• Technical aptitude and ability to learn platforms such as AWS, Salesforce, and Generative AI tools; deep expertise in every platform is not required if the candidate demonstrates strong learning agility.
• Proven experience working with cross-functional agile teams and projects.
• Ability to navigate risk, legal, initiative planning, benefits, operations, and cross-functional enterprise stakeholder groups.
• Ability to identify, probe, and communicate risks and issues to support transparency and achievement of business objectives.
• Strong critical thinking and problem-solving skills, with the ability to translate complex inputs into actionable plans.
• Flexible, self-motivated, resilient, and comfortable operating in a global role with competing priorities.
• Excellent customer focus, attention to quality, and ability to meet deadlines in a fast-paced environment.

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.