John Hancock Vitality, Member Engagement Specialist

Job Description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

John Hancock Insurance (a Division of Manulife) has developed a new way of owning life insurance and has partnered with Vitality to create a unique product called John Hancock Vitality. This new relationship and owning experience presents an exciting opportunity for John Hancock to stand out in the marketplace. The John Hancock Vitality product allows its customers to be rewarded for continuously making healthy choices and puts the customer first. Our two main opportunities are to enable sales growth and to achieve excellence in customer experience and member engagement.

Accountable to the Head of John Hancock Vitality Member Engagement, this newly-created role will be responsible for leading the management and implementation of Vitality priority projects, recommending options and actions to enable John Hancock Insurance to achieve its business targets for Vitality and an exceptional customer experience (CX) and member engagement. The ultimate goal of the Strategy Implementation Manager is to enable JH Vitality sales growth and achieve excellence in customer experience and member engagement.

Responsibilities:

• Implement numerous Vitality initiatives including projects associated with sales growth, customer experience, user experience, member engagement, thought leadership and business development opportunities.
• Manage multiple initiatives simultaneously including project analysis, priority management and business development. Scope and frequency of projects will vary.
• Work across different teams and with all levels of management. Build solid relationships with different groups, encourage information flow, and help influence various projects.
• Identify and drive process improvements and business efficiencies for Vitality program
• Sight and understanding into cross business unit projects as needed, including: Direct to Consumer Expansion, New Business Re-engineering, Express Track
• Implement and manage new and existing initiatives, providing insight, learnings and create options and recommendations to enable JH Vitality sales growth and excellence in Member Engagement
• Create materials for JH and The Vitality Group (TVG) monthly and quarterly meetings and steering committee meetings as needed

Requirements:

• College Degree Required with 1-3 years of relevant experience (preferably in a marketing environment)
• Big picture thinker – ability to think strategically and creatively to help drive JH Vitality objectives
• Ability to adopt a customer-centric approach and philosophy
• Ability to work independently and as a team with a focus on Vitality
• Ability to prioritize work and juggle multiple projects
• Excellent verbal communication and presentation skills
• Ability to quickly become an expert on Vitality Program
• Ability to take responsibility and be accountable for the success of member engagement initiatives
• Exceptional problem-solving skills
• Strong organizational skills and attention to detail
• Ability to build relationships across functions

Competencies:

• Collaboration: Fosters productive working relationships to produce superior solutions, build beneficial networks, and achieve collective business goals
• Compelling Communication: Expresses ideas and shares information clearly and concisely, modifies approach as necessary and conveys compelling messages and builds (rational/emotional) connection with others
• Influence & Persuasion: Move as others towards a position (point of view), with or without authority, by setting expectations, and communicating expertise and a compelling rationale with an enterprise-wide mindset.
• Innovative Mindset : Encourages curiosity, generates ideas, experiments and takes calculated risks to improve the business.
• Knowing the Business: Stays current on Manulife’s strategy, key priorities, capabilities and resources; appropriately translates knowledge of the industry, customer and business into new approaches and solutions.
• Executing with Excellence: Sets challenging objectives and is focused on achieving results that are aligned with the organization’s vision; pursues excellence in planning and delivering sustainable results.
• Adaptability: Effectively adapts and supports integrated change to achieve desired results; champions an environment that motivates and inspires necessary action with confidence during times of change.
• Solution Focused: Owns problems through to resolution, makes timely decisions applies analytic/systematic reasoning to positively impact team results, organizational performance and the customer experience.

JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V

LI-JH-JHC

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, 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. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.