You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

This role is accountable for assisting the Client Digital Platform (CEP) Business Owner to prioritize business priorities and requirements for release & backlog prioritization for the product.

Strategic focuses

• Set the vision and roadmap for CEP value proposition and client engagement strategy

• Align digital strategy with company's overall business strategy and client experience strategy

• Identify opportunities to enhance client engagement, experience, and value through CEP

• Evaluate emerging technologies and digital trends and determining how to leverage them to benefit clients and the business

• Lead cross-functional teams to deliver impactful digital solutions that meet client needs and business goals

• Measure and optimize key metrics such as client satisfaction, adoption, and return on investment

• Partner with key stakeholders to secure necessary resources and support for the CEP strategy and roadmap

Execution focuses

• Improve Customer Experience: responsible for overseeing the delivery of One SunLife CEP client journey, ensuring that they have a seamless and positive experience. Improving customer experience can lead to increased customer satisfaction, retention, and loyalty.

• Increase Revenue: drive revenue growth by developing and delivering new journey and services that meet the evolving needs of customers and generate cross-selling and upselling opportunities.

• Better Efficiency: streamline processes and improve efficiency in delivering digital products and services to gain cost savings for the business, as well as improve productivity for the team.

• Competitive Advantage: drive innovative and seamless digital experiences to attract new clients and agents.

• Improve Data Management: improve CEP data management practices by ensuring that data is collected, stored, and analyzed effectively for better insights and decision-making to the business.

Job Responsibilities

• CEP Strategy: lead the development of CEP strategies and roadmaps, align digital initiatives with business goals and objectives; with deep understanding of client needs to ensure that the digital solutions delivered meet client expectations.

• Project Management: accountable for managing CEP projects from initiation to delivery, ensure that projects are delivered within scope, budget, and timeline constraints. Prepare business case and requirements with the support from relevant stakeholders.

• Quality Assurance: ensure that the digital solutions delivered meet quality standards and adhere to best practices in digital delivery.

• Risk Management: identify and manage risks associated with projects, ensure that risks are mitigated or escalated as necessary.

• Budget Management: manage project budgets, ensure that projects are delivered within budget constraints.

• Stakeholder Management: manage internal and external stakeholders, ensure that stakeholders are informed and engaged throughout the project lifecycle.

• Performance Metrics: define and track performance metrics, ensure that KPI is measured and reported on regularly.

• Align & prioritize all the proposed initiatives among the key stakeholders and senior management. ​

• Oversee the UIUX design to ensure that the deliverables are up to expectation.

• Collect VOC from clients & channels to ensure meeting the expectation & satisfaction.

Job Requirements

• Bachelor’s degree in Computer Science, Marketing, Business Administration, or related field

• Minimum 10 years of experience in digital delivery, client experience, project management, or related field, with at least 2 years of experience in a leadership role.

• Proven track record in delivering client digital platforms that drive business results and satisfaction, preferably in the insurance industry

• Excellent presentation, communication, leadership, project management, analytical and collaboration skills, with the ability to work independently and as part of a team

• Experience with process engineering, digital solution design, development and delivery

• Experience with CRM, digital marketing and marketing automation tools

• Knowledge of agile development methodologies is a plus

We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.
 

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

Job Category:

Product Owner

Posting End Date:

30/10/2024