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Job ref no.: 0430829 (CT3131064-01#0052)
Manulife (International) Limited

AVP Head of MOVE

Manulife (International) Limited

您是否在尋找無限發展與成功機會?透過富有挑戰且可創造不同的工作,我們可以在靈活且可獲得支持的環境中,幫助客戶實現夢想與抱負。

Head of ManulifeMOVE

Job Description

ManulifeMOVE is our flagship homegrown behavioral insurance (BI) proposition that integrates activity-tracking and insurance solutions to motivate healthy habits among our customers. The customer experience is delivered through the proprietary MOVE app, focuses on wellness. It provides access to an ecosystem of services that support our customers to take the next step in achieving better health. Designed to reward every move, the programme helps our customers make healthier lifestyle choices in both the immediate and longer term. The benefits to our customers range from healthcare partnerships that offer useful health insights to regular challenges that incentivize health improvement through wellness, entertainment, and lifestyle rewards. With a strategic vision to become the ultimate engagement tool for all, ManulifeMOVE was first released in the Hong Kong market in 2015, specifically for policyholders. MOVE is now available for customers and public users to download across six markets, including Cambodia (Public solution only), Mainland China, Hong Kong, Singapore, and Vietnam via App Store or Google Play.

Mandate: The Head of ManulifeMOVE, mandate is to run, scale and monetize behavioral insurance proposition in Asia. The direct remit of the role includes

  • Proposition and customer experience
  • Ongoing customer engagement and Operations (customer contact management)
  • Subsequent sale through up and cross sell offers presented on the MOVE App.
  • Improve monetixation of the program by maximizing various financial levers.
  • Socializing BI with new markets and segments to increase roll out of BI in all Asia markets.

Influence: The role is also responsible to drive through influence:

  • Technology (development and seamless running of the digital platform)
  • Distributor adoption
  • Advanced analytics, data strategy to drive business benefit, brand and customer marketing of the MOVE brand.

Collaborate: The role is responsible to collaborate with Head of Health to develop the Health Strategy for emerging markets. Work with Market Heads of Health & Wellness to translate the strategy into a set of ecosystem services that will be highly desired by consumers.

KPI: The tier 1 KPI’s for the role includes the following (Note: BI KPI to be updated annually)

Reach

  • # markets MOVE rolled out in
  • App Store ratings
  • # of MOVE Customers enrolled
  • % new to franchise

Engagement

  • % activated
  • # app launches in last month
  • % app launches last 3 months
  • % monetary rewards earned

Cross Sell

  • % subsequent sale

Financial

  • MOVE APE
  • MOVE NBV
  • MOVE NBV Margin
  • MOVE Core Earnings

The ManulifeMOVE proposition has matured significantly in the last 36 months.

  • 5x growth from 200K (2018) to 1M + in 2021
  • Strong expansion across new markets and MOVE for All offering in VN, CN, and SG.
  • Streamlining the digital platform and driving 3X growth in monthly active customers.
  • Build out a strong partnership play across markets, which includes strategic partnership with Dacadoo (ex. China), retail partnerships with local and global brands and tech partnerships with Google, Apple and Samsung.

Job Responsibilities

This position acts as the anchor for Behavioral Insurance in Asia, a conduit between Global strategy and local execution, an ambassador of leveraging our regional scale by driving reuse and exchange of best practices across markets. Is accountable for the financial and non-financial KPI’s for Behavioral Insurance in Asia and form the basis to assess the success and impact of BI in Asia.

The key responsibility of the role includes:

General Management: Manage Behaviour Insurance (MOVE) across the Asia footprint of Manulife, ensuring seamless, cost effective execution of Manulife strategy and enabling markets to achieve financial (APE, NBV, NBG) and customer centricity (Enrolment, Engagement and NPS) plans.

Grow and Monetize: Develop and mature the Behavioural insurance line of business by further deepening the customer proposition through widening the customer eligibility, Insurance linked rewards offer, new market launches and value added services offered through partners.

Fortify Digital Platform: In collaboration with IS fortify the MOVE digital platform for continued customer engagement through onboarding new partners, improving in app experience and technology enhancement to meet changing customer needs and technology offerings.

Own the customer experience: Best in class continued customer engagement to drive improved health outcome for customers and financial benefits from cross sell for Manulife.

Invest and develop a team that embraces the new ways of working: Manage, influence and collaborate with a cross functional team and stakeholders across markets and Asia office. Act as an ambassador for Behavioral Insurance.

Individual Accountabilities:

  • Own Asia level Behavioral Insurance Financial and Non-financial KPIs.
  • Define Behavioral Insurance Strategy in Asia.
  • Define digital strategy for MOVE and develop ecosystem of partner solutions.
  • Manage cross functional MOVE core team and support team
  • Incubate nascent functions (E g: Digital contact center)

Key Shared Accountabilities:

  • Technology delivery and application maintenance of the MOVE digital Platform: IT & OPS
  • In market last mile execution including distributor engagement & training, customer activation and campaigns and new product development leveraging MOVE data: Local GM and SMT.
  • Reporting, advanced analytics and data governance and use for business benefit: ADO, Asia Controllers
  • Share accountability of local market MOVE KPI with in-market GMs

Skills And Qualifications

  • The suitable individual should have experience in B2C digital services, financial services. marketing and platform development.
  • Minimum 15 years' relevant work experience, of which 10 years hands-on digital service and scalable solution experience
  • Hands-on experience with leading content management and service platforms
  • Experience in consumer and health-related services will be an advantage
  • Demonstrated development and execution of strategies and digital programmes
  • Experience in the development of digital strategies and service development outside the financial services/health industry may be viewed favourably subject to relevance.
  • Experience managing and negotiating with outside agencies and third-party vendors
  • Technology-savvy, with keen interest in emerging technologies and 'all things digital', including a rich understanding of evolving customer needs in Health & Wellness
  • Ability to manage multiple simultaneous projects from concept to completion

Ways of Working:

  • Ability to identify, negotiate and onboard strategic and transactional partners.
  • An entrepreneurial spirit and comfort working within a rapidly changing environment
  • Experience in Agile delivery and start-up mentality
  • Experimenting with emerging technologies and understanding how they will impact what comes next
  • A capacity for constant learning from both success and failure, remaining open to change and continuous improvement
  • Good organizational and problem-solving abilities that enable you to manage through creative tension
  • Good verbal and written communication with the ability to effectively articulate and communicate product vision, possibilities and outcomes
  • Has sufficient knowledge about current technical stack and architectural constraints
  • Analytical, ability to think strategically and creatively

Learn more about opportunities with us at jobs.manulife.com

如果您已經準備好展現潛力,現在就加入宏利/恒康展開您的職涯。    

宏利概覽

宏利金融有限公司是全球領先的金融服務供應商,致力幫助大眾輕鬆作出明智抉擇,實現精彩人生。本公司的環球總部設於加拿大多倫多,在加拿大、亞洲和歐洲的辦事處以「宏利」的名稱營運,而在美國主要以「恒康」的名稱經營。本公司提供理財建議及保險方案,並透過環球財富與資產管理部「宏利投資管理」為全球個人客戶、機構及退休計劃成員提供服務。截至2020年底,本公司旗下有超過37,000 位員工、逾118,000位代理人,以及數以萬計的經銷合作夥伴,為超過3,000萬位客戶提供服務。截至2021年3月31日,宏利所管理和提供行政管理的資產總值達13,000億加元(約10,000億美元),而在過去十二個月支付予客戶的款項達313億加元。本公司的主要業務遍及亞洲、加拿大和美國,爲客戶服務超過155年。本公司在多倫多、紐約及菲律賓證券交易所以股份代號MFC上市,在香港交易所則以股份代號945上市。。

宏利為重視就業機會平等之雇主

在宏利/恒康,我們擁抱多元。我們致力吸引、發展並留住多元化的員工隊伍,正如我們所服務的客戶一樣多元化,並打造包容的工作環境,在充分發揮文化優勢的同時尊重個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度,我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、国籍、宗教或宗教信仰、信仰、性別(包括懷孕及其相關情況)、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙,為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。  申請人要求提供協助所分享的信息將會按照適用法律及宏利政策儲存及使用。  應徵過程中如需協助,請聯絡[via CTgoodjobs Apply Now ]  

More job information
Job ref no. 0430829 (CT3131064-01#0052)
Salary
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 15 years
Career Level
  • Senior management level
Education
  • Degree
Benefits
  • 5-day week
  • Birthday leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Examination leave
  • Extra maternity leave
  • Flexible working hours
  • Insurance plan
  • Medical plan
  • Shuttle bus
  • … + 6 more