Customer Platforms Manager
Manulife
- Makati City, Metro Manila
- Permanent
- Full-time
- Oversee the development of the Customer App. The Customer Platforms Manager is responsible for translating strategies to tasks for development and execution
- Partner with internal teams to understand customer and business needs. This entails constant listening to the voice of the customer via transactional net promoter score surveys to gather pain points and work to address these. Close coordination with Operations is also mandatory to ensure the mobile app contributes to cost efficiencies.
- Collaborate with the regional office and other business units in Asia to ensure alignment on digital roadmap.
- Design change management strategy to improve customer adoption and engagement of the web and mobile app. This entails strong collaboration with the NPS and Experience Design team, the Customer Engagement team as well as the Branding teams to create a holistic strategy to engage customers and help them see the benefit of the customer website.
- Liaise with other Product Owners to align timelines and dependencies to ensure smooth development of feature releases of the web- and mobile app.
- Assist the Customer Platforms Lead in preparing g the business case for all Book-of-Work (BOW) budgetary requirements for the mobile app, and monitor expenses against the approved funding. Continuously track benefits vs project cost.
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
- Must be a degree holder of any 4-year business or operations-related course
- At least 3 years of experience in customer experience, service quality, customer engagement, mobile app design or related function
- Knowledgeable in MS Office applications
- Highly analytical, creative, and organized
- Strong project management skills; able to deliver multiple requirements on time
- Demonstrated leadership potential; able to influence others despite the absence of reporting relationships
- Strong communication skills, both verbal and written
- Ability to work independently with minimal supervision
- Ability to manage a small project team
- Excellent negotiation skills
- Ability to interact with senior leaders confidently
- Should have the ability to execute plans excellently
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
- Values-first culture