In this role, you will be accountable for optimizing AWS functionality across the company’s contact centers. This includes updates to call routing, Lex Bot continuous tuning, implementing enhancements as well as coordinating with segment IT on larger scale implementations or changes. You will work closely with segment contact center, IT, and operations teams to coordinate business requirements and align on prioritization to achieve expected outcomes. Additionally, you will be accountable for assisting Global Contact Center Program Management with reporting to include initiative plans, budgets, critical metrics, resource demand and capacity planning.
Position Responsibilities:
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 important measures and success criteria are detailed.
Catalogue, manage and monitor issues and risks.
Own progress and Senior Client reporting; providing a well-rounded and objective view of results.
Function as a change agent to build awareness and vision.
Required Qualifications:
5+ years AWS telephony product expertise and certifications.
Proven experience working with cross-functional agile teams and projects.
Proven ability to probe for understanding of risks and issues to ensure transparency and supports achievement of business objectives.
Excellent critical thinking and problem-solving skills to form actionable plans.
Proven experience as a creative and entrepreneurial approach with the ability to challenge the status quo to drive transformational change.
Highly self-directed and comfortable thinking through disparate processes, systems, solutions, and areas to leverage enterprise linkages to support successful change.
Preferred Qualifications:
Ability to influence without direct authority, and highly effective negotiation and teamwork skills; shown success in building and managing relationships.
Excellent customer focus and dedication to quality while still meeting deadlines.
Bachelor’s degree or equivalent experience preferred.
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 distributed 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.
Referenced Salary Location
USA, Massachusetts - Full Time RemoteWorking Arrangement
Salary range is expected to be between
$104,860.00 USD - $194,740.00 USDIf 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
Company: John Hancock Life Insurance Company (U.S.A.)