We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Working Arrangement

Job Description

The Opportunity

We are seeking a dynamic Director/Product Owner to lead our Gen AI services within the Global Advanced Customer Analytics team at Manulife/John Hancock! As a key driver of our Customer Experience (CX) & Personalization initiatives, you will orchestrate the development of innovative solutions. Your focus will be on harnessing retrieval augmented generative technology to build chatbots, using Open AI services to construct topic models, and scaling them globally. These initiatives will empower us to derive actionable insights from customer data, optimize call center operations, and enhance our products and services to meet customer needs effectively. Your leadership will be instrumental in propelling our Customer Experience, Personalization, Call Center transformation, and Digital initiatives in alignment with our established roadmap!

Responsibilities

•  Manage a team of Senior Data Scientist, Data Scientists and ML Engineers to build and support Gen AI services globally. Talent management, coaching and building a strong team.
• Collaborate with Data engineers and IT Subject Matter Experts (SMEs) to gain a deep understanding of source data and harness large datasets to prepare and optimize data specifically for the development of retrieval augmented generative (RAG) technology-based chatbot models and topic modeling using Open AI services.
• Develop and implement innovative machine learning models to tackle sophisticated business challenges, using a diverse range of algorithms and techniques, with a primary emphasis on using RAG technology for chatbot development and topic modeling.
• Work closely with partners to gather requirements, design data models, and deploy customized solutions.
• Establish standardized processes, techniques, and tools as standard methodologies for other data scientists, with a specific focus on RAG-based chatbot development and topic modeling.
• Drive the adoption of insights from RAG chatbot analytics work and topic modeling by influencing and collaborating with key partners across the organization.
• Innovate and explore creative methods to source and leverage structured and unstructured data.
• Stay abreast of industry trends and advancements in AI/ML to continuously enhance our global chatbot and topic modeling capabilities.

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.

We are seeking a candidate who brings

• An advanced degree in Data Science, Computer Science, Mathematics, Engineering, Statistics, or another quantitative field, complemented by significant professional experience.
• Proven expertise in developing and scaling chatbots using retrieval augmented generative (RAG) technology, along with a track record of solving sophisticated business challenges through data science, with at least 8-10 years of experience in these areas.
• Proficiency in data wrangling, preprocessing, and visualization, with advanced skills in programming languages such as Python, R, and SQL, as well as a deep understanding of agile solution development principles.
• Hands-on experience with big data processing frameworks and platforms such as Azure, Databricks, and Spark, demonstrating a focus on chatbot implementation and scaling using RAG technology.
• Outstanding communication skills, including the ability to effectively communicate sophisticated data science concepts to technical and non-technical partners,
• A solid track record of successfully deploying RAG chatbot models into production, delivering measurable business value.
• Previous experience in customer analytics, with a specific emphasis on RAG chatbot technology and topic modeling using Open AI services, is highly desirable.
• Experience in team and people management, lead and mentor a team of data scientists and collaborate effectively with cross-functional teams.

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 partners and has a positive social and environmental impact.

#LI-Hybrid

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). 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

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.

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.