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Associate Product Manager, Retail Insurance At Manulife

Location: Toronto, Ontario

Job Description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

As the original business unit at Manulife, Individual Insurance has a history of protecting Canadians for more than 130 years. We have been actively leading the modernization of insurance in Canada across the most comprehensive product shelf in the industry with life, health & dental, travel insurance and living benefit portfolios, and we are deeply committed to Manulife’s bold transformation into a digital, customer-centric market leader. Retail Insurance is looking for an Associate Product Manager to join their diverse team. As the Associate Product Manager, you will support the Director of Living Benefits (LB) Products to design, develop, and maintain a competitive and sustainable product shelf, for new LB products that meet the needs of our customers, distribution partners, and shareholders

As the Associate Product Manager, you will provide support of day-to-day product management activities, participating as one of the Product Leads in cross functional project meetings that help to execute our LB product roadmap.

The Associate Product Manager would assist the Director to monitor and deal with service issues that impact the CX experience or profitability of the LB business, supporting and increasing the breadth and depth of the LB product shelf across Individual Insurance.

You will report to the Product Director and assist and support other team members/Product Owner(s) with product development activities when called upon to expedite the Request for Quote process on the Affinity line of business and assist with the implementation of certain high-profile projects.

As Associate Product Manager, you will :

  • Have primary accountability to provide leadership and product support of cross-functional teams in the implementation of critical illness and disability insurance product changes, enhancements, and re launches.
  • Assist the Product Director of LB to identify, document and resolve CX issues or sales challenges as reported by the Wholesale team or external advisors
  • Escalate to Product Director of LB, ad hoc Product Design Requests for LB products from Wholesalers, Brokers, Account Sales, or Group/ Associations
  • Provide support to review and approve Marketing materials, Illustrations, and related client facing materials (all channels) for LB products
  • Be a secondary stakeholder in completing competitive SWOT reviews of LB competitive landscape and competitive product and price positioning
  • Product lead in the development of critical illness or disability insurance Certificates, Policy contracts, New Business Applications, Forms and Schedule of Benefits, Details of Insurance, and submitting requests for support from Product Documentation and/or Technical Product assistance

Other areas of responsibility include:

Operational/Personal Effectiveness:

  • Collaborate across teams and boundaries, utilizing relationships to build and strengthen teamwork, performance and efficiencies
  • Partner closely with multiple internal key stakeholders from Product, Pricing, Underwriting, Agile Digital Transformation, Account Sales, Distribution, Legal and Compliance, to support product related initiatives that impact or increase LB product’s risk.
  • Support LB product inquiries from internal stakeholders as the Subject Matter Expert – (Claims, Contact Centre, Wholesalers, Policy Services, Legal, Compliance, Pricing, Valuation, Risk)
  • Support continuous improvements in processes and product functions to increase department’s efficiencies in Individual Insurance LB Product and Pricing
  • Investigative skills to identify and gather requirements and implement improvements and enhancement opportunities to LB Products with internal stakeholders e.g. audit team, underwriting, claims, finance, valuation.

Product Implementation:

  • During key project implementation, coordinate and support the business and user acceptance testing for sprint releases
  • Triage and monitor test defects to resolution with appropriate parties
  • Support and inform key stakeholders of Living Benefits with potential customer pain points, including updating customer journey mapping and update LB product materials with newly identified issues

Product Promotion:

  • The Associate Product Manager will have a secondary accountability for educating, training and promoting Disability and Critical Illness insurance product information between Affinity and Individual, raising awareness with internal partners and stakeholders at the time of product launch and/or ongoing product updates as required. e.g. Account Sales, Wholesalers, New Business, Policy Service, Contact Centers, Underwriting, Claims. (The training could involve some travel between Toronto, Waterloo or other Canadian cities and attending in person wholesaler meetings with external clients)
  • Create awareness, educate and promote LB Product materials/presentations for Advisor awareness, Customer experience, Distribution or Operational teams
  • Collaborate with the Wholesalers to increase LB product discussions and opportunities

As Associate Product Manager, you have:

  • Undergraduate degree in business management or marketing
  • Some working knowledge of product life cycle,
  • Knowledge of Group and Individual, Accident and Sickness Insurance (Living Benefits)
  • Exposure to product management principles
  • Previous experience in Affinity Markets/Individual Insurance is an asset
  • Some experience as a speaker or trainer is an asset
  • Some working knowledge with SCRUM and agile-based development methodologies is an asset
  • Some travel between Toronto and Waterloo offices
  • Solid problem-solving skills
  • Proficient attention to detail skills
  • Strong communication and interpersonal skills
  • Developing ability to lead, inspire change and champion our products
  • Strong multi-tasking and project management skills
  • Some working knowledge of JIRA service desk
  • Proficiency with Microsoft office suite (Word, Excel, Powerpoint, OneNote)

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.