The Head of Agency Learning & Development, Asia works closely with the Regional Chief Agency Officer (CAO), Asia to drive a culture of training for performance across all agency distribution channels in Asia. The role involves working collaboratively with country training channel heads, in guiding the direction, standards, strategies, and learning culture that have a direct impact on improving customer experience and satisfaction with Manulife solutions.

The position is accountable for contributing to the uplift in key performance metrics around sales productivity, recruitment of advisors and sales leaders, overall retention of sales advisors, agency staff competencies and customer satisfaction (NPS). L&D Head works in partnership with Regional Agency, Bancassurance, IFA/Broker Heads, Regional Distribution Project Management Head, and Head of Distribution Strategy to deliver on the overall business goals of the Asia region.

Responsibilities:

This role leads the development of a robust learning framework and execution of this in a structured manner across all markets in Asia. This is in conjunction with local teams and also involves building bench strength and talent within the training and development function within Manulife.

The role will focus on development of new material and continuous improvement of the content of what is being trained to our agency force and the delivery methods to embed effective training techniques among advisors. This may include sourcing for and working with external learning partners to establish a Manulife University / Academy as a key enabler to meeting these objectives.

In addition, and most importantly, the role drives the appropriate delivery mechanisms and processes to ensure retention and application of learnings within advisors / leaders / agency staff to ensure we create a professional, customer centric and productive salesforce to achieve our ambition to be the Company of Choice.

Success in this role is measured by:

• Working with External Training Partners to identify and customize relevant programs

• Finalization and rollout of the standard Learning framework across all channels in the markets to support the strategic intent by market

• Have complete buy in and engagement of GMs, Distribution Heads and Sales Leaders to the approach and execution of the framework

• Ensure clear path of execution and a prioritized plan is created for each market based on their individual situation / focus areas but in line with the overall framework

• Completion of projects involving delivery mechanisms to address challenges of geographically dispersed advisors including hybrid-blended learning, technology enablers to the learning process, and self-learning platforms

• Increases in the skill level and professionalism of Manulife sales consultants and their leaders through certification standards

• Ensure there is a clear path of development by role for advisors and leaders and that this is seen as a key attraction for new hires as well as retention.

• Broadening the offering of programs (internal and external) available that contribute to individual sales activity and productivity of advisors and recruitment capability of leaders

• Increases in MDRT level productivity of advisors in agency channel.

• Improvements in the customer experience as measured by Net Promoter Score (NPS) results

• Indirect impact on recruitment and retention of quality advisors and leaders

Knowledge/Skills/Competencies/Education:

• Ability to conceptualize, design and implement end-to-end training strategies

• Financial Planning and/or professional training certifications preferred

• 10-15 years distribution experience preferred

• Proven leadership skills

• Demonstrated project management skills

• University Degree

• Highly developed communication & relationship skills

• Execution oriented with track record of success

• English speaking minimum (additional languages an asset but not required)

• Ability to be resourceful in meeting objectives

• Ability to work cross functionally with other Manulife departments (eg: IT, Marketing, Wealth Management, Legal, Compliance, etc) to achieve business objectives.

Problems/Challenges:

• Ability to work across ten markets in Asia at various stages of market maturity

• Need to overcome resistance to change by advisors, agency leaders and agency distribution staff comfortable with status quo, when introducing new technology, processes, or methodologies in the learning process

• Conflicting priorities in some markets in allocating resources to training initiatives vs incentives  to drive productivity and generate  immediate sales results

• Challenge of balancing the need to use the most current training techniques and technology, with keeping costs at a minimum (capital costs, FTE headcount, annual operating costs).

Organizational Impact:

The position ensures there is a robust learning culture which is supported by relevant material, delivery mechanisms and talent to support a strong employee / advisor value proposition for new joiners and leaders who wish to create a long term career with Manulife. In doing so, it contributes to distribution productivity metrics, scale growth with quality, with a distribution front line aligned to meeting customer needs through tailored product solutions.

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 recruitment@manulife.com.

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