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The Global Contact Center team is seeking a Business Owner to support ongoing GenAI technology work and broader contact center transformation across Manulife and John Hancock operations. This role will help optimize contact center technologies, including AWS, Salesforce, and Generative AI, to improve customer and employee experience across global operations. The successful candidate will connect technology use cases to operational outcomes, support initiative planning and reporting, and partner with segment contact center, IT, value stream, legal, risk, and business stakeholders. This is an opportunity to work and support a global team with competing priorities, influence transformation, and help deliver measurable productivity and service experience benefits through modern technology.

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.

When you join our team:

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.

If you are applying to this role in Massachusetts, please note the salary range is $92,475 - $160,290 USD. Additionally, employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

The role being advertised is an existing vacancy.

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. 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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

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