Senior Specialist, UCM Program

Responsibilities

1. Coordinate with stakeholders to execute UCM roadmap

• Act as a key coordinator with all stakeholders for a smooth implementation (e.g. prepare meetings, follow up action plans with stakeholders)
• Work with vendors such as Minh Phuc, Anh Sao…per agreed contracts (outbound call, customer promotion/communication activities)

2. Act as an administrator to develop working process, proceed procurement and do quality control

• Prepare & document UCM working processes (signed off versions)
• Proceed the procurement & internal payments (when arise) for the program
• Quality control works (with vendors, servicing UCM customer team)

3. Monitor UCM BAU activities

• Monitor BAU activities (reassignment process, campaign & servicing performance & result)
• Act as contact point to handle feedbacks/questions from agents/customers/stakeholders about the UCM program (working process, contests, communications)

4. Maintain reports and system development

• Monitor dashboard, reports and do analysis for management update
• Enhance reports where needed
• Work with IT about bugs, UAT for error fixing and enhancement (when needed)
• Follow up with stakeholders about system testing and check-ins

5. Others

• Do other assignments for CX team (when arise)
• Do back-up role for UCM champion (when needed)
• Other tasks assigned by UCM champion

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 [email protected].

Working Arrangement