Manulife’s WorkSmart Case Study Perspective

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Manulife Financial Corporation focuses on creating a work environment through WorkSmart that strengthens competitiveness, promotes collaboration, and boosts productivity. Learn about their holistic approach integrating HR, real estate, and global services to align the workplace with the business while increasing employee engagement. Explore the elements of workplace flexibility, redesigned workspaces, and technology solutions driving innovation and consciousness. Meet Kathleen Heroux, the Program Lead of WorkSmart, who leads the way in integrating technology and modern workplace practices for a mobile and resident workforce. Discover how Manulife's global workplace community is shaping the future of innovative work environments.

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Manulifes WorkSmart Case Study Perspective Manulife Financial Corporation is a leading international financial services group providing forward-thinking solutions to help people with their big financial decisions. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Integrating elements from Human Resources (Workplace Flexibility), Real Estate (Redesigning our Workspaces) and Global Services (Technology), WorkSmart is about creating a work environment that strengthens Manulife's competitiveness through enhanced workspaces, tools and processes that promote collaboration, improve productivity, increase employee engagement and offer employees greater flexibility and mobility. A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

About our Presenter Kathleen Heroux Program Lead WorkSmart & IT Director-Messaging/AV/UC Manulife / John Hancock Kathleen_Heroux@manulife.com 617-572-4144 Kathleen works as part of the End User Technology team at Manulife/John Hancock. In addition, she led the IT pillar for WorkSmart and has recently taken on a broader role within the program as she became the Program Lead and is working to move the program forward globally and ensure its sustainability and continued growth. Through her experience working with telecommunications, networking, and RE projects, Kathleen has been able to align her technical experience and knowledge to ensure sound technology practices for a mobile and resident modern workplace ensuring collaboration, innovation, and productivity. She works remotely several days a week for Manulife / John Hancock. A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Aligning the Workplace to the Business Increase employee engagement & productivity Holistic view: flexible work arrangements, new work environment, and technology I I I Fit with strategic focus on leveraging our global capabilities and managing the business in the most efficient and effective manner possible A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Aligning the Workplace to the Business We know the success of our program depends on true collaboration and engagement across three main pillars: HR, IT, and CRE. Workplace Flexibility Integrating mobile work into our culture Workplace Design Developing physical workspaces to support collaboration and mobility Workplace Technologies Delivering technology to support collaboration and mobility A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Your Process Global Framework for Flexibility Support Available Overview of Flexibility Guidelines and Standards Employee Assessment Tool Manager Support Options & Opportunities Process IT Requirements HR support How To s Employee & Manager training links Community - MFConnect English and French- Scalable to other languages & geographies A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Your Process Assessment as a leadership group determine your plan and targets Communication provide a consistent message either through a townhall or email Data Gathering through surveys (or other means) determine which staff are interested in participating Pilot Pilot across roles and functions Assess Pilot results and make the necessary changes Implement A Global Workplace Community focused on increasing Workplace Innovation & Consciousness 6

Impact to the Business WorkSmart represents a significant investment we're making in our employees. Based on feedback we ve received through employee engagement surveys, we are providing employees greater flexibility, more balance between work and home and improved, more effective tools. - Stephani Kingsmill, Executive Vice President, Human Resources Ability to work, communicate and collaborate anywhere, anytime Increased number of conference and meeting spaces with improved technology Increased collaboration and mobility space Closed offices on the interior to create flow of natural light for all employees Ergonomic sit/stand workstations Extensive Learning on Demand library supports mobile learning Technologies to support mobility and global collaboration Tech TV Tech lounges Central administration of workplace flexibility program Employees drive program adoption and success Leaders held accountable for change management A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Metrics and Interesting Facts Since we launched WorkSmart in 2014, the number of employees working in flexible work arrangements has risen from 5% to approximately 25%, although we are looking to achieve 30% in 2016. Through WorkSmart, 3,735 employees get back more than 600,000 hours of commute time a year. $15 million expected Real Estate savings in 2016. We have outfitted over 350+ conference and meeting rooms globally with WorkSmart collaboration and technology tools. In 2015 the WorkSmart team conducted a survey of leaders and employees : 742 leaders and 1,342 employees participated. Leaders (58%) and participants (77%) report higher levels of productivity among mobile workers or they report that productivity is equal to that of in office counterparts 82% of leaders and 97% of participants are satisfied to extremely satisfied with the workplace flexibility program Flexibility and work life balance are perceived by most leaders and participants as the best part of the program While overall benefits outweigh concerns, the top concerns are team cohesion and telephone technology Leaders say that professional behaviour and productivity have continued or improved; connecting and collaborating need some attention WorkSmart is becoming a global program fully rolled out in North America, Hong Kong, Tokyo and surveys/pilots soon in Philippines, China, and Singapore. From the previous two Global Employment Engagement Surveys, the North America score improved by 10 points on the following key WorkSmart-related question... This company has practices and programs that help me balance work and personal commitments (Work / Life Balance, Employee Health and Well-Being) We also saw that mobile employees are highly engaged. A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Whats Next? Continue to evolve the way we work to support our desired culture We Work As One And because we do, we are unified and focused in helping our customers. We Question and Innovate And because we do, we deliver solutions that meet our customers changing needs. We Own Our Future And because we do, when we make a promise to our customers, we keep it. A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Top 2-3 Key Challenges Undisclosed mobility figures. Continue to build corporate awareness and readiness to foster flexible workstyles and related processes. Move the case for change forward. Work towards 30% mobility. Sustainability and currency. Plan for upgrades, growth, and building of corporate foundations and infrastructure. Internal web, training, and social sites Technology - Avaya OneX / VPN / Wifi / Office365 / Mobility Platforms Workstation and conference room reservation system Global growth. Ensure the WorkSmart program remains consistent and flexible parallel to the company s global strategy. A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Change is good as long as I dont have to do anything different. A Global Workplace Community focused on increasing Workplace Innovation & Consciousness

Some of the Challenges I m fully mobile, more productive and satisfied! How much time will I save commuting? Mobility just won t work in our area Give up my desk? How would I function? Maybe I could ? Message is Delivered Acceptance Bargaining The new space standards make it difficult to do my job effectively! Denial Commitment Testing I really miss the old way. The office feels empty and depressing Immobilization Depression Anger Time A Global Workplace Community focused on increasing Workplace Innovation & Consciousness 12

Key Learning's Communications and Training were key to driving Employee Engagement and Adoption WorkSmart online community to share ideas and stories, ask questions Leaders s Blog building mobility into your teams Employee Information Sessions Encouraged 90 day trial period for leaders and employees to test the waters E-training Working on a distributed team, Managing a distributed team Tech Lounge and 24 hour Help Desk A Global Workplace Community focused on increasing Workplace Innovation & Consciousness