Customer Platforms Manager

The Customer Platforms Manager is responsible for ensuring the delivery and success of Customer Website and Customer Mobile App for Manulife Life Insurance Company, Singapore (MLS), with the goal to drive growth with platform capabilities to deliver value for our business and our customers.

Reporting to the Customer Platforms Lead, the Customer Platforms Manager will:

• Oversee the full lifecycle of the customer platforms delivery ensuring timely execution, budget adherence, and alignment with company’s Objective Key Results (OKR).
• Manage communication between business stakeholders, technical teams and vendors to ensure seamless collaboration and successful delivery of the customer platforms.
• Identify potential risks, enforce quality standards, and drive continuous improvement to enhance customer experience and operational efficiency.

The Customer Platforms Manager will be part of the team that is responsible for meeting/ exceeding Tier 1 & 2 KPIs for the Digital & Customer pillar, helping us become the most digital, customer-centric global company in our industry and the no.1 Pan-Asia life, wealth, and health insurance company.

Position Responsibilities:

Project Planning and Execution

• The Customer Platforms Manager is responsible for overseeing the end-to-end planning and execution of the Customer Website and Customer Mobile App ensuring they are completed on-time, within scope, and within budget.
• This role requires proactive management of project milestones, dependencies and deliverables while ensuring alignment with the Objective Key Results (OKR).
• Manage platform projects from preparing high-level user requirement and conducting post implementation reviews.
• Manage reviews and approval process, identifying potential gaps and take corrective actions

Stakeholder Management and Communication

• Effective stakeholder management is essential to the success of the delivery of the customer platforms.
• The Customer Platforms Manager must engage with business leaders, technical teams, and external vendors to ensure clear communication of business requirements, expectations and progress.
• The roles involve facilitating meetings, providing regular updates, and addressing concerns or roadblocks promptly.

Risk Management and Issue Resolution

• The Customer Platforms Manager is responsible for identifying, assessing, and mitigating risks that could impact project success. This includes proactively analyzing potential risks to timelines, budgets, and system functionality.
• As well as developing contingency plans to address unforeseen challenges.
• The role requires close collaboration with stakeholders to ensure that risks are effectively managed and escalated when necessary.
   

Required Qualifications:

• Minimum 5 years’ experience in digital platform management, product ownership, or digital and technological expertise
• Proven experience in product delivery and project management, ideally in digital projects
• Strong knowledge of digital applications, web analytics, and operational efficiency tracking
• Ability to adopt agile project management methodologies. Certified Scrum Product Owner preferred.
• A proactive approach to driving business transformation and challenging the status quo
• Strong analytical skills to make data-informed decisions
• Capability to manage multiple projects simultaneously and meet deadlines
• Excellent communication and collaboration skills
• A customer-centric mindset with a strong focus on improving user experience
• Experience of managing and delivering results with third party vendors

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 [email protected].