John Hancock Program Implementation Manager in Boston, Massachusetts
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Job Summary (Primary purpose of this Role):
John Hancock's Insurance division (a Division of Manulife) has undertaken an aggressive growth strategy supported by a strong focus on customer centricity, innovation and customer engagement. John Hancock is in the early stages of pursuing a direct–to-consumer sales approach. This new initiative presents an exciting opportunity for John Hancock to diversify its distribution strategy and generate new business. With a strong emphasis on innovation and customer centricity, this role combines the innovative spirit of a start-up with the backing of an established company like John Hancock.
The Program Implementation Manager is responsible for architecting, and implementing the entire Direct to Consumer Life infrastructure, including data flows, vendor coordination, and vendor builds. This individual will work with internal and external partners to document the major business functions, and understand how they align with the systems used/proposed. Systems will include both operational and analytical solutions.
Key Accountabilities *
Develop an overall business and data architecture (ecosystem) for the DTC life business that will enable rapid time to market while optimizing flexibility.
o Partner with external vendors, Operations, Marketing, Customer, Analytics, and Product leads to develop detailed process maps including ideal process flows and Phased process flows
o Manage rapid prototyping using agile development methods
o Translate product requirements and other outside input into prototypes and designs
o Diagram workflow and processes; defining technical interfaces and internal/external transformational processes
o Integrate internal and external product components into a cohesive design
Oversee the creation of detailed specifications to be used to drive the design
Document functional requirements across all technical aspects of the solution
Oversee the implementation of vendor builds and integrations with each other and John Hancock areas
Collaborate with internal teams to ensure efficient cross-functional team interactions, drive prioritization of requirements and design complex technical solutions, resulting in the highest level of customer satisfaction
Successfully communicate conceptual ideas and design rationale to others inside and outside the organization
Apply a structured business architecture approach and methodology for capturing the key functions of the business
Responsible for identifying and sourcing solutions between various internal operations and/or from external vendors.
Responsible for designing an infrastructure that offers a seamless customer experience despite the complexity of a multi-sourced environment
Develop and create Powerpoint presentations outlining implementation schedule, checkpoints, progress to date, and other important updates
8-10 years of experience in the financial services/insurance industry
Financial services knowledge required, insurance experience preferred
Experience with and proven ability to successfully work in a matrixed organization with strong dotted line relationships across functions and consultants
Experience building capabilities in a fast-changing business/start-up environment that enable businesses to exploit opportunities in an environment where both products and the user experience/customer expectations are changing rapidly
Knowledge of master data management and data warehousing concepts
Demonstrated strong business acumen with the leadership and functional ability to meet business process and capability requirements
Deep understanding of the linkages between operations, sales, marketing and customer segmentation
Superb project management, operations, and analytical skills
Outstanding communication and interpersonal skills
Proficient with standard documentation tools (Visio, Excel, Word) as well as Powerpoint
Expert in diagraming workflow and processes and documenting functional requirements
Demonstrated track record of passionate and effective customer advocacy
Deep understanding of changing technology capabilities and processes
Bachelor's degree required
Collaboration: Fosters productive working relationships to produce superior results, build beneficial networks and achieve collective business goals
Compelling Communication: Expresses ideas and shares information clearly and concisely, modifies approach as necessary and builds (rational/emotional) connection with others
Influence and Persuasion: Moves others towards a point of view without authority by communicating expectations and using compelling rationale
Adaptability: Effectively adapts and supports integrated change to achieve results in an evolving environment
TechnologySavvy: Leverages technology to plan, innovate, measure results, interact and engage with customers to create value and impact business resultsLtech results.
Executing with Excellence: Pursues excellence in planning and delivering sustainable results
Solution Focused: Owns assigned tasks from inception to resolution, makes timely decisions and recommendations
About John Hancock Financial and Manulife
John Hancock is a division of Manulife, a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Operating as Manulife in Canada and Asia, and primarily as John Hancock in the United States, our group of companies offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Assets under management and administration by Manulife and its subsidiaries were over $1 trillion (US$780 billion) as of June 30, 2017. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .
The John Hancock unit, through its insurance companies, comprises one of the largest life insurers in the United States. John Hancock offers and administers a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, long-term care insurance , college savings, and other forms of business insurance. Additional information about John Hancock may be found at johnhancock.com.
JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V
Organization: *JH Insurance
Title: Program Implementation Manager
Requisition ID: 1709302