Manager I/Assistant Manager, Client Digital

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job Description

• Lead commercialization planning and execution for client app by defining launch priorities, preparing go-to-market activities, coordinating readiness across business, technology, operations, client communication and distribution channels, and ensuring the application is positioned to support client servicing, adoption and business growth.
• Drive client and channel communication readiness by developing clear communication materials, briefing content, client messages, frequently asked questions and change support tools, so that clients, advisors and internal teams can understand the application changes, key benefits and required actions.
• Improve application adoption and usage growth by identifying adoption barriers, proposing engagement initiatives, monitoring user journeys and working with relevant teams to increase client uptake, repeat usage and digital servicing penetration across target client segments.
• Analyse application performance and business insights by reviewing usage data, client behaviour, drop-off points, servicing patterns and feedback, and translating findings into actionable recommendations that improve client experience, business outcomes and future enhancement priorities.
• Manage production support and business issue resolution by coordinating incident follow-up, business impact assessment, communication handling, prioritisation of fixes and post-implementation reviews, so that application stability, client experience and channel confidence are maintained.
• Support ongoing enhancement governance and stakeholder alignment by consolidating business requirements, tracking action items, preparing management updates and facilitating discussions with cross-functional stakeholders to ensure priorities, timelines and delivery outcomes remain clear and well controlled.

Specialized Knowledge

• Strong understanding of client-facing digital platforms, mobile application journeys and digital servicing experience.
• Knowledge of digital commercialization, launch readiness, client communication, channel enablement and adoption tracking.
• Practical experience in application analytics, including user behaviour analysis, funnel tracking, feature usage, client segmentation and performance reporting.
• Ability to translate data, client feedback and channel feedback into actionable business insights and enhancement recommendations.
• Experience in production support coordination, including issue triage, business impact assessment, incident communication, testing support and post-launch review.
• Good understanding of customer relationship management, marketing automation, digital engagement journeys and campaign performance tracking.
• Strong stakeholder management skills across business, technology, operations, marketing, distribution, client service, legal, compliance and vendor teams.
• Good communication skills, with the ability to prepare clear client, advisor and management materials in simple and professional language.
• Familiarity with agile delivery, business requirement documentation, release readiness and change management practices would be an advantage. 

Qualifications

• Bachelor’s degree (or above) in Business, Information Systems, Computer Science, Digital, or a related discipline.
• At least 8 years of relevant experience in digital product / platform delivery, with solid hands-on exposure to business analysis, User Acceptance Testing, and change management for client-facing journeys.
• Experience working in a regulated financial services environment (life insurance and retirement / pension preferred), with awareness of operational impacts, risk and compliance requirements.
• Proven track record delivering cross-functional initiatives with measurable results (for example adoption, client satisfaction, reduced servicing effort, improved conversion), supported by strong stakeholder management.
• Professional certifications in business analysis, agile delivery or product management are an advantage.

Job Category:

Client / User Experience Design

Posting End Date:

30/07/2026