Global Contact Center Value Stream Business Owner - AWS Telephony

Manulife is seeking a highly motivated and experienced Business Owner - AWS Telephony to join our Global Contact Center transformation team. In this role, you will be accountable for optimizing AWS functionality across the company’s contact centers. This includes updates to call routing, continuous tuning of Lex Bots, implementing enhancements, and coordinating with segment IT on larger-scale implementations or changes. You will work closely with various teams to coordinate business requirements and align on prioritization to achieve expected outcomes. Additionally, you will assist Global Contact Center Program Management with reporting, including initiative plans, budgets, KPIs, resource demand, and capacity planning.

Key Accountabilities:

• Global Contact Center Transformation:

  • Drive the delivery of Global Contact Center transformation via AWS technology to ensure customer experience and productivity benefits are achieved.
  • Develop and manage a coordinated plan for AWS initiatives, ensuring key metrics and success criteria are documented.
  • Catalogue, manage, and monitor issues and risks.

• Reporting and Progress Management:

  • Own progress and management reporting, providing a well-rounded and objective view of results.
  • Assist Global Contact Center Program Management with reporting, including initiative plans, budgets, KPIs, resource demand, and capacity planning.

• Change Management:

  • Function as a change agent to build awareness and vision.
  • Work closely with segment contact center, IT, value stream, and operation teams to coordinate business requirements and align on prioritization to achieve expected outcomes.

Job Requirements:

• AWS Expertise:

  • AWS telephony product expertise and certifications.
  • Proven experience working with cross-functional agile teams and projects.

• Risk and Issue Management:

  • Proven ability to probe for understanding of risks and issues to ensure transparency and support achievement of business objectives.

• Critical Thinking and Problem-Solving:

  • Excellent critical thinking and problem-solving skills to form actionable plans.
  • Proven experience with a creative and entrepreneurial approach, with the ability to challenge the status quo to drive transformational change.

• Self-Direction:

  • Highly self-directed and comfortable thinking through disparate processes, systems, solutions, and areas to leverage enterprise linkages to support successful change.

• Influence and Negotiation:

  • Ability to influence without direct authority, and highly effective negotiation and teamwork skills.
  • Demonstrated success in building and managing relationships.

• Customer Focus and Quality:

  • Excellent customer focus and dedication to quality while still meeting deadlines.

• Education:

  • Bachelor’s degree preferred.

What Motivates You:

• Customer Obsession:

  • You obsess about customers, listen, engage, and act for their benefit.

• Big Thinking:

  • You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• Teamwork:

  • You thrive in teams and enjoy getting things done together.

• Ownership:

  • You take ownership and build solutions, focusing on what matters.

• Integrity:

  • You do what is right, work with integrity, and speak up.

• Inclusivity:

  • You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What Can We Offer You:

• Competitive Compensation:

  • A competitive salary and benefits packages.

• Career Growth:

  • 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.

• Work-Life Balance:

  • Flexible work policies and strong work-life balance.

• Professional Development:

  • Professional development and leadership opportunities.

Our Commitment to You:

• Values-First Culture:

  • We lead with our Values every day and bring them to life together.

• Boundless Opportunity:

  • 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.

• Diversity, Equity, and Inclusion:

  • We foster an inclusive workplace where everyone thrives.

• Corporate Citizenship:

  • We 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 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.

Primary Location

USA, New Hampshire - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$83,850.00 USD - $150,930.00 USD

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

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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.) Apply