The Agency NPS and Branch Transformation Specialist at Manulife Philippines plays a vital role in elevating the distributor experience and optimizing agency office environments. Assisting the Agency NPS and Branch Transformation Lead, this position is central to implementing the Net Promoter Score (NPS) system to drive improvements in customer and distributor satisfaction and branch performance. The Specialist will collaborate closely with cross-functional teams to champion a customer-centric approach, ensuring seamless operations and an exceptional experience for both advisors and clients. Through strategic initiatives and continuous feedback, the role aims to foster an environment that attracts and retains top talent while aligning with the company's growth objectives.
Position Responsibilities:
Assist in operating the Net Promoter Score (NPS) system within agency distribution to enhance both customer and distributor experience and performance.
Prepare comprehensive NPS reports and maintain a deep understanding of distribution and customer pain points, needs, and preferences to inform strategic decisions.
Support efforts to serve as the voice of the business and distributors, ensuring strategic alignment with overarching business goals.
Advocate for optimal distributor experiences by analyzing relevant personas and distributor journeys and proposing enhancements.
Monitor and disseminate insights into industry, competitive, and general business trends to keep the organization informed and agile.
Contribute to strategic planning by providing actionable insights that align with segment priorities and drive business growth.
Facilitate agency feedback mechanisms and promote collaboration through participation in the Agency NPS Inner Loop Council.
Work closely with other departments to enhance distributor NPS and overall satisfaction through coordinated efforts.
Assist in collaborating with the real estate team to design modern agency office environments that attract and retain distribution talent.
Prepare business case documentation for the approval of new office setups that align with the channel's business strategies.
Collaborate with Zone Heads to develop and document action plans aimed at improving branch profitability, ensuring regular reviews and necessary adjustments.
Assist in the review and analysis of branch performance and profitability metrics to support informed decision-making.
Perform other tasks assigned from time to time to support departmental goals and objectives.
Required Qualifications:
Minimum of 3-5 years of experience in a related business role, showcasing a strong background in the field.
Bachelor’s degree in business administration, marketing, or a related field, or equivalent professional experience.
Preferred Qualifications:
Solid understanding and practical experience with Net Promoter Score (NPS) systems, including strategy development and implementation.
Proficiency in project management and execution, with a proven track record of successfully leading projects from inception to completion.
Excellent analytical skills for interpreting NPS reports and assessing branch performance and profitability metrics.
Demonstrated ability to advocate for and implement customer-centric strategies that drive satisfaction and loyalty.
Proven experience in branch management, transformation, or a similar role, with a focus on enhancing operational efficiencies and customer experiences.
Strong collaboration skills, particularly effective in working with real estate and cross-functional teams to achieve business objectives.
In-depth knowledge of industry trends and the competitive landscape to support strategic planning and decision-making.
Strong presentation and communication skills, capable of articulating complex concepts to various stakeholders.
Familiarity with agency distribution channels is advantageous.
Exceptional attention to detail and highly organized, with the ability to manage multiple priorities and deliver results effectively.
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 recruitment@manulife.com.
Working Arrangement