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Job Title :
Director, NP System
Job ID :
Category :
Business Operations
Location :
Hanoi City, Hanoi VN
Job Type :
Full Time
Posted On :
Job Description :


Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job summary

The position is responsible to make the Net Promoter System work well, maintain and promote the system via change management and comprehensive communication plans

Duties and Responsibilities

Customer-centric strategy

  • Work with operational teams to on customer experience redesign for key episodes to ensure customer lens being incorporated (i.e. not just pure internal process redesign for operational efficiency)
  • Work with Regional Office to align on appropriate measurement approach and reporting tools

Outer Loop Support

  • Support AVP in identifying issues and follow up on next steps for Outer Loop
  • Perform strategic, root cause analysis to support functions
  • Prepare & track Outer Loop actions

NPS Implementation, Measurement & Reporting

  • Continuously uplift & improve activated inner loops
  • Track & monitor the delivery of the market’s NPS implementation roadmap

Change Management & Communications

  • Planning & execute NPS local communications plan (ie: NPS stories, workshops, education, customer day, listening week, etc)

Location: Fl. 1-11, Manulife Tower, 29 Nguyen Dinh Chieu, Hai Ba Trung District, Ha Noi City


  • University Degree


  • Loma preferable


  • Compelling communication skills in English and Vietnamese
  • Strong influence and persuasion competence
  • Strong interpersonal and negotiation skills
  • Innovative mindset and good at data analysis


  • At least 7 years in Life Insurance  including 3-5 years in Insurance Operation


  • Word, excel, power point


  • Ability to work with high pressure job.
  • Ability to collaborate with all levels in an organization

About Manulife 

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers. 

Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.  
Business Operations
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