Justin Hwang
Vice President Operations (& Interim Head of Technology) at Manulife Bank @Manulife
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WORK HISTORY
Vice President Operations (& Interim Head of Technology) at Manulife Bank @Manulife
Lead, challenge, support and inspire an integrated team of professionals to deliver on the Bank’s business strategy for growth through- Customer Experience Enhancement (i.e. VOC, NPS, Life Moments, Journey Mapping, Customer Centric Design)- Digitization, Process Enhancement and Continuous Improvement- Payments Modernization - Strategic BPO Partnerships- SAFe transformation and deliveryAccountable for the following functional areas- Credit Adjudication and Funding- Mortgage Servicing including Client Onboarding and Retention- Mortgage Broker Services- Deposit and Loan Servicing- Fraud Prevention and Detection- Collections and Proactive Account Management- Credit Card Servicing (Contact Centre, Card Activation & Maintenance, Disputes Handling, Fraud Detection)- Bank Contact Centre Operations- Operational Controls- Business Solutions and Development (Business Analysis & Requirements Gathering, Business Consulting, Project Management, UAT, Change Management, Agile delivery model)
EDUCATION
Ivey Business School at Western University
Ivey Executive Development Program
Wilfrid Laurier University
Honors Bachelor of Arts
ABOUT JUSTIN HWANG
A customer centric Financial Services Professional with a breadth of experience having performed a broad range of roles and a proven track record for delivering customer, employee and shareholder value.Leads with passion and a strong focus on developing, empowering and challenging others to outperform and not accept the status quo. Strives to enhance performance, focus on what matters, get things done and drive results. Inspires the Will to Win, collaborates well with others, able to impact and influence and can navigate the organization to make things happen.
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