The opportunity

The role is to support CCaaS technologies and telecom services used by all Asia markets. Daily functions include but not limited to working with Operations team and users to fulfil their requests. It can be setting the correct telephony function to changing call flow of a IVR hotline. Experience on developing call flows on Amazon Connect or Genesys Cloud CX platform and Gen AI capabilities will be important to the role.

How will you create impact?

Working with various Operations teams in the region and help them to modify their IVR hotline quickly is a key measurement of success in this role.

What motivates you?

• 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.

What we are looking for

• Knowledge/Skills/Competencies/Education:

  - A degree in Computer Science, Engineering, or similar technical discipline.
  - Experience with coding with AWS lambda.
  - Comfortable in operating across geographies and with teams of varying maturity.
  - Demonstrated interpersonal and communication skills. Tact and clear verbal and written communication skills are necessary to facilitate solutions and resolve problems.
  - Strong influence, negotiation and change management skills
  - Strong analytical and innovative problem-solving skills with the proven ability to exercise flexibility and judgment in assessing business issues and risks in a dynamic environment.

  Desired Skills

• AWS AmazonConnect and/or Genesys Cloud CX solution knowledge
• Bachelor degree in Engineering, Computer Science and Information Technology preferred

• General Skills

• Good communication skill both in written and oral English

What can we offer you?

• 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.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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].

Hybrid