AVP, Distribution Strategy, Analytics & Customer Portfolio Optimisation

  • Competitive
  • Hong Kong
  • Festanstellung, Vollzeit
  • Manulife Hong Kong
  • 17 Okt 18

AVP, Distribution Strategy, Analytics & Customer Portfolio Optimisation

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
General Description:

This position is accountable for planning, driving and delivering key distribution strategic projects that enhance Manulife HK's Distribution's competency in particular through digital initiatives. This position will primarily work across business units in Manulife in executing the strategic projects. This position is also responsible for planning, driving and delivering the Customer Portfolio Optimization project, which aims at helping our customers to fulfill their needs with Manulife solutions. In addition, this position is responsible for managing the General Insurance Partnership. The incumbent reports to Chief Distribution Officer of HK and works with other functional team heads as peers.

This incumbent would need to have a thorough understanding on the business both inside Manulife and outside in the market, including distribution models, competitive landscape, product, operational, compliance, finance, regulatory, etc. This position will also support the Chief Distribution Officer by providing advisory service on distribution strategy.

Responsibilities:

1. Customer Portfolio Optimization
This position is responsible for planning, driving and delivering the Customer Portfolio Optimization project, which aims at helping our existing 2M customers to fulfill their needs with Manulife solutions. This also means increasing cross sell and up-sell activities with our Premium Agency and thus supporting the delivery of our ambitious APE growth plan. This involves working closely with the Customer Experience team on synergizing Marketing and Sales programs, leveraging analytics capabilities such as propensity models, generation and management of sales leads to drive higher cross sell, up-sell and retention performance.

2. Lead for Distribution Digital Initiative
As part of the HK Distribution Management Team, this position will be the lead for driving digital initiatives for our distributors which includes identifying the key initiatives according to distribution strategy, align the high level roadmap with key stakeholders, work with delivery team on prioritization and funding and eventually the delivery of the initiative.

3. QBE General Insurance Partnership
This position is responsible for managing the General Insurance Partnership with QBE which includes both the daily operations and also the implementation of the strategic initiatives defined under the exclusive partnership deal to deliver holistic solutions to our customers, support our agency to have more activities, increase customer contact frequency and thus drive better digital customer engagement and also Net Promoter Score (NPS).

4. Distribution Strategy
This position is responsible for development of distribution strategy for Manulife HK. This position would have to stay on top of emerging market trends and competitive landscape and revisit the distribution strategy from time to time and drive discussion at Distribution Management team to align initiatives and roadmap in order to deliver our strategic growth ambitions.

Knowledge/Skills/Competencies/Education:

• Financial/Actuarial designations or Project Management designations with more than 10 years of experience operating in a financial services environment
• Previous background in insurance industry in particular distribution would be valuable
• Excellent influence, negotiation and presentation skills
• Strategic and innovative thinking and comfort dealing with ambiguity and challenges
• Execution focused and delivery excellence
• Strong technical skills, especially on financial issues, coupled with the ability to write and present business cases and communicate financial performance effectively
• Ability to think "outside the box" in order to generate and test new ideas

Problems/Challenges:

1. Organization Alignment for Customer Portfolio Optimization project could be a challenge given the project would have involvement from multiple business units including CXSM, EB, CIO&COO and Distribution Operations. Alignment at management level is critical and frequent engagement with key stakeholders would mitigate the risk.

2. The constraint on IT capacity and existing backend process could be a challenge to Customer Portfolio Optimization project. The project may identify initiatives that are beyond the current capacity or may have conflicting priority. The incumbent would need to make sure the plan and the implication on IT resources is well communicated at HK management level and thus proper planning and prioritization is done at HK PMO level.

3. Local HK regulators have established rules and regulations around sales and marketing activities which would have significant implication to the Customer Portfolio Optimization project. The incumbent would have to engage legal and compliance team closely in the project to ensure we have addressed the relevant rules and regulations.

This Position Description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job classification.

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 achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate 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 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.

Our principal operations are in Asia, Canada and the United States 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 committed to supporting a culture of diversity and accessibility across the organization. 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 an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.