Job Information
Manulife Branch Transformation and Agency NPS Lead in Makati City, Philippines
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
The opportunity
This position focuses on attracting Millennial and Gen Z advisors, operationalizing the NPS system, and ensuring optimal branch performance and profitability.
Responsibilities
Next-Gen Agency Office Experience
Collaborate with the real estate team to develop a modern agency office experience aimed at attracting Millennial and Gen Z advisors.
Design and layout Manulife Academy and branch establishments to align with next-gen office standards.
Branch Performance and Profitability
Review branch performance and profitability metrics.
Collaborate with Zone Heads to create and document action plans to improve branch profitability, ensuring regular reviews and adjustments as needed.
Operational Excellence
Operationalize the Net Promoter Score (NPS) system within agency distribution to enhance the experience and performance of the agency.
Ensure the design, location, and layout of Manulife Academy establishments align with strategic objectives.
Advocacy and Voice of the Business
Serve as the voice of the business and distributors to ensure alignment with business goals.
Maintain a thorough understanding of distribution and customer pain points, needs, and preferences.
Advocate for ideal distributor experiences by understanding relevant personas and distributor journeys.
Industry and Competitive Monitoring
Proactively monitor and share industry, competitive, and general business trends.
Enable strategic planning and delivery of outcomes in alignment with segment priorities.
Agency Feedback and Collaboration
Champion agency feedback and collaboration through various Agency Councils
Work closely with other departments to improve distributor NPS and overall satisfaction
How will you create impact?
As part of the Agency Transformation at Manulife Philippines, the Branch Transformation and Agency Net Promoter Score (NPS) Lead will play a crucial role in enhancing the digital scale-up strategy and improving the overall experience within agency offices.
What motivates you?
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
Proven experience in branch management, transformation, or a similar role.
Strong understanding of digital acquisition strategies and experience in operationalizing NPS systems.
Excellent collaboration skills, particularly with real estate and cross-functional teams.
Strong analytical skills to assess branch performance and profitability.
Ability to advocate for and implement customer-centric strategies.
Knowledge of industry trends and competitive landscape.
Proficiency in project management and execution, with the ability to lead and oversee branch transformation projects from inception to implementation.
Strong presentation and communication skills to effectively advocate for customer-centric strategies and branch transformation initiatives to senior leadership and stakeholders.
Strong level of knowledge and understanding of agency distribution will be advantageous
Minimum of at least 5 years of experience in a business role
Minimum of bachelor’s degree in business administration, marketing , or a related field, or equivalent work experience.
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first cultureWe lead with our Values every day and bring them to life together.
Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
Continuous innovationWe invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). 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
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 .
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