Senior Data Scientist

We are looking for a driven and innovative Senior Data Scientist to join our Contact Centre AI Squad at Manulife Asia based in Singapore/Hong Kong. As part of our AI and Generative AI initiatives, you will play a pivotal role in designing, developing, and deploying advanced AI solutions that strengthen contact centre operations and customer experience across Asia. Your work will focus on building contact centre AI capabilities such as speech and interaction analytics, customer intent and sentiment understanding, intelligent quality assurance, agent assist, conversational AI, demand forecasting, workforce optimization, next best action, and responsible GenAI solutions that improve service quality, operational efficiency, and customer outcomes. You will be responsible for leading Regional and BU level contact centre AI solution development to support insurance-related modelling and AI work. Specifically

• →6+ years of experience in Data Science and Machine Learning, preferably within the retail financial services industry; prior experience in contact centre, customer service, or customer experience analytics is a significant advantage
• →Hands-on experience in multivariate analysis, modelling, segmentation, and contact centre analytics using statistical techniques, including speech, text, interaction, customer journey, and operational performance analytics
• →Expert in both concept and building AI/ML models, also in using data mining languages /tools eg, some or all of Python, SAS, R, SQL or equivalents
• →Experience in any big data/ cloud solution of Azure, Hadoop, Hive, Spark etc. is a plus
• →Strong experience in deploying analytics solutions including targeting, test and control development, response tracking and analysis
• →Experience translating complex business problems into analytical requirements and propose actionable solutions based on internal and external best practice.
• →Strong communication and presentation skills. Ability to persuade a wide range of colleagues
• →Ability to lead and build an initiative from scratch and to handle high level of ambiguity
• →Able to maintain strong, productive relationships with stakeholders and external partners
• →Able to work independently as well as a good team player
• →Highly regulated business environment by nature
• →Some analytical solution is difficult to measure the exact financial impact, or right on the path but no immediate big financial impact and how to align stakeholders
• →Data availability and data quality issues in certain markets can always be challenges to build sound analytical solutions
• →Deploying analytical findings require multiple efforts from multiple stakeholders from both regional and local
• →Managing stakeholders with conflicting objectives/priorities

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.
  

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.

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 hr@manulife.com.