The **Agency NPS and Branch Transformation Specialist** at Manulife Philippines plays a vital role in elevating the distributor experience and optimizing agency office environments. Assisting the Agency NPS and Branch Transformation Lead, this position is central to implementing the Net Promoter Score (NPS) system to drive improvements in customer and distributor satisfaction and branch performance. The Specialist will collaborate closely with cross-functional teams to champion a customer-centric approach, ensuring seamless operations and an exceptional experience for both advisors and clients. Through strategic initiatives and continuous feedback, the role aims to foster an environment that attracts and retains top talent while aligning with the company's growth objectives. **Position Responsibilities:** + Assist in operating the Net Promoter Score (NPS) system within agency distribution to enhance both customer and distributor experience and performance. + Prepare comprehensive NPS reports and maintain a deep understanding of distribution and customer pain points, needs, and preferences to inform strategic decisions. + Support efforts to serve as the voice of the business and distributors, ensuring strategic alignment with overarching business goals. + Advocate for optimal distributor experiences by analyzing relevant personas and distributor journeys and proposing enhancements. + Monitor and disseminate insights into industry, competitive, and general business trends to keep the organization informed and agile. + Contribute to strategic planning by providing actionable insights that align with segment priorities and drive business growth. + Facilitate agency feedback mechanisms and promote collaboration through participation in the Agency NPS Inner Loop Council. + Work closely with other departments to enhance distributor NPS and overall satisfaction through coordinated efforts. + Assist in collaborating with the real estate team to design modern agency office environments that attract and retain distribution talent. + Prepare business case documentation for the approval of new office setups that align with the channel's business strategies. + Collaborate with Zone Heads to develop and document action plans aimed at improving branch profitability, ensuring regular reviews and necessary adjustments. + Assist in the review and analysis of branch performance and profitability metrics to support informed decision-making. + Perform other tasks assigned from time to time to support departmental goals and objectives. **Required Qualifications:** + Minimum of 3-5 years of experience in a related business role, showcasing a strong background in the field. + Bachelor’s degree in business administration, marketing, or a related field, or equivalent professional experience. **Preferred Qualifications:** + Solid understanding and practical experience with Net Promoter Score (NPS) systems, including strategy development and implementation. + Proficiency in project management and execution, with a proven track record of successfully leading projects from inception to completion. + Excellent analytical skills for interpreting NPS reports and assessing branch performance and profitability metrics. + Demonstrated ability to advocate for and implement customer-centric strategies that drive satisfaction and loyalty. + Proven experience in branch management, transformation, or a similar role, with a focus on enhancing operational efficiencies and customer experiences. + Strong collaboration skills, particularly effective in working with real estate and cross-functional teams to achieve business objectives. + In-depth knowledge of industry trends and the competitive landscape to support strategic planning and decision-making. + Strong presentation and communication skills, capable of articulating complex concepts to various stakeholders. + Familiarity with agency distribution channels is advantageous. + Exceptional attention to detail and highly organized, with the ability to manage multiple priorities and deliver results effectively. **When you join our team:** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido