Business Owner

Job Summary The Global Contact Center team at Manulife Financial Corporation and John Hancock Life Insurance Company is seeking a Business Owner to support ongoing GenAI technology work and broader contact center transformation across global operations. The role focuses on optimizing contact center technologies—including AWS, Salesforce, and Generative AI—to improve customer and employee experience. The successful candidate will connect technology use cases to operational outcomes, support initiative planning and reporting, and partner with segment contact center, IT, value stream, legal, risk, and business stakeholders. Position Responsibilities Drive Global Contact Center transformation through modern technology, ensuring customer experience and productivity benefits are achieved. Optimize contact center technologies, including AWS, Salesforce, and Generative AI, with a focus on user interface design, process flow, and GenAI bot use cases. Partner with segment contact center, IT, value stream, operations, legal, risk, and business teams to gather requirements, align priorities, and support expected outcomes. Develop and manage coordinated plans for use cases and initiatives, ensuring key metrics, success criteria, risks, and issues are documented and monitored. Support Global Contact Center Program Management reporting, including initiative planning, budgets, KPIs, resource demand, benefits tracking, and capacity planning. Navigate ambiguity across global teams and multiple business segments while balancing competing stakeholder priorities. Act as a change agent by building awareness, supporting adoption, and helping teams align around a shared transformation vision. Required Qualifications Experience working with contact center operations, customer support environments, technology enablement, business transformation, program management, or related operational initiatives. Technical aptitude and ability to learn platforms such as AWS, Salesforce, and Generative AI tools; deep expertise in every platform is not required if the candidate demonstrates strong learning agility. Proven experience working with cross‑functional agile teams and projects. Ability to navigate risk, legal, initiative planning, benefits, operations, and cross‑functional enterprise stakeholder groups. Ability to identify, probe, and communicate risks and issues to support transparency and achievement of business objectives. Strong critical thinking and problem‑solving skills, with the ability to translate complex inputs into actionable plans. Flexible, self‑motivated, resilient, and comfortable operating in a global role with competing priorities. Excellent customer focus, attention to quality, and ability to meet deadlines in a fast‑paced environment. Salary and Benefits Location: Boston, Massachusetts (Hybrid) Salary range: $92,475 – $160,290 USD. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Benefits include health, dental, mental health, vision, short‑ and long‑term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, employee/family assistance plans, retirement savings plans (including pension/401(k) and a global share ownership plan with employer matching), and a generous paid time off program (up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time). Statutory leaves of absence are also offered. Equal Employment Opportunity Statement Manulife/John Hancock is an Equal Opportunity Employer. We embrace diversity and strive to develop an inclusive work environment. 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, color, 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. #J-18808-Ljbffr