Project Manager, Customer Service Transformation

Project Manager, Customer Service Transformation

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our professionals with the resources to solve critical problems for the future of our business, which is why we need you.

We believe in the value of empowering Project Manager with the resources to solve critical problems for the future of our business, which is why we need you.

Position Responsibilities:
• Support the Transformation Lead in design and execution of digital strategy using data and insights to assess feasibility and value of digital features or functions.
• Support various functions within the Contact Center, including digital initiatives (e.g., Live Chat, Chatbot), MIS reporting, and BAU tasks like system changes and testing after infrastructure updates or deployments, to ensure system stability and performance.
• ​Help oversee and provide decision making on BAU tasks as well as cross-team support for other initiatives.
• Gather data, perform simple analysis with statistical support and validity on data.
• Serve as a bridge between the business and IT teams, vendors, and end-users to plan and support user requirements and testing.
• Provide real-time support for contact center systems to ensure minimal downtime and disruption. Monitor system performance, promptly address any issues or incidents, and coordinate with relevant parties to ensure timely resolution.

Required Qualifications:
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate large amounts of information with attention to detail and accuracy.
• Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers.
• Strong decision making and detail orientation. Good judgment to know when to escalate issues and when to handle them independently.
• Strong communication/listening skills with the ability to consult with people at various levels within the organization clearly and professionally, both verbally and in writing, in Chinese and English.
• Able to bridge the operation perspective of contact centre with technical framework. Require dealing with large amount of contact centre statistics and systems.
• Ability to think quickly, identify patterns, spot trends, and manage multiple priorities.
• Proficiency in contact center technologies such as CRM systems, IVRS, Chatbot, and Livechat would be the advantages.

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.

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 recruitment@manulife.com.

Working Arrangement

Hybrid