Working Arrangement Hybrid
Job Description
The opportunity
The Manage & Review Value Stream Product Owner is responsible for the customers and performer (Agents & Employees) experience, which includes changes from back office processes, front end digital capabilities, running the business and improving the overall experience.
- Own and is accountable for In-Force Policy Administration including Customer Care operations and performance to ensure service quality and professionalism.
- Significantly enhance the performance of In-Force Policy Administration and Customer Care operations through the consistent achievement of material improvements in efficiency, scalability and performance
- Clearly define the customer experience value stream mission and positioning within the CDO & CIO/COO organization and within the wider Indonesia business and ensure that this is well understood by and communicated to all key business stakeholders
- Provide strategic views on prioritization for laying down the future roadmap of the customer experience value stream
- Ensure that results are measurable through establishing a baseline of performance and cost metrics, clear business cases and unarguable results as defined by improvements in appropriate KPIs and unit costings
- Ensure results are sustainable through the embedding of continuous improvement to sustain the change over the medium to long term horizon
- Deliver frequent and high-quality communications regarding the customer experience value stream objectives and their progress and ensure strong visibility and buy in from the Indonesia business teams, key stakeholders and senior management team
- Manage risks and ensure robust risk reviews and necessary risk mitigation is undertaken on a timely basis value stream
- Fully accountable for the success of value stream initiatives and their delivery on time, scope and budget
- The candidate will report to Chief Operations Officer and requires to work across the organization in different functional areas, e.g. Business Units, Legal & Compliance, Operational teams, IT, Delivery team and actively interactive with senior leadership team.
- The role will require to well articulate complex problems and present to executive team
- This role will require challenging the status quo and business operations to make changes with support of fact and data.
- This role will need to be flexible to wear different hats in the dynamic project environment to understand the business needs.
- 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.
- High integrity and professional work practice and ethic
- Must exude confidence and believe that what they are doing is for the benefit of their customers, their employees, and the company
- A leader who can work with different type of people and motivate the team and boost up energy levels
- Ability to execute ideas into actions
- Demonstrated ability to communicate effectively, both written and verbal.
- Ability to learn, to explain ideas, and to document outcomes
- Good relationship management and teaming skills
- Good and creative problem solving and analytical skills
- Ability to influence others and move toward a common vision or goal.
- Flexible and adaptable; able to work in an ambiguous environment.
- Resilient and tenacious with a propensity to persevere
- Forward thinking with a holistic approach.
- A disciplined thinker with an ability to challenge the status quo.
- Able to anticipate issues and think proactively to resolve issues and risks.
- 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.
- Values-first culture
We create opportunities to learn and grow at every stage of your career. * Continuous innovation
We invite you to help redefine the future of financial services. * Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives. * Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock and Manulife
John Hancock is a unit of Manulife Financial Corporation, 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 globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including , , , , and . Additional information about John Hancock may be found at .
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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