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John Hancock Financial Services - IT Team of the Year


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Company: John Hancock Financial Services, Boston, MA
Company Description: John Hancock's core retail products in the U.S. focus on providing financial solutions at every stage of our clients' lives. Our product suite includes life insurance, mutual funds, 401(k) plans, long-term care insurance, and annuities. We distribute our products primarily through licensed financial advisors, and through John Hancock Financial Network, a national network of independent firms.
Nomination Category: Information Technology Categories
Nomination Sub Category: Information Technology Team of the Year

Nomination Title: 2016 Enterprise IT Successes through Rebranding

Tell the story about what this nominated team has achieved since January 1, 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

In 2016, Enterprise IT, the technology organization supporting the John Hancock Annuities and Investments businesses in the United States, successfully transformed from a pure system incident response organization to one that collaborates, aligns and implements cost and process efficiencies to bolster strategic objectives of business partners. This shift in approach has repositioning Enterprise IT to IT as a business and redefined the relationship with our business customers.

The Enterprise IT operating model was re-engineered in 2016 to include dedicated delivery and support teams. Additionally, focused teams were also put in place to support strategic technologies. This structure better positions the technology organization to both execute and partner on strategic initiatives while maintaining system availability and executing on tactical technology efficiencies.

Under this new structure in 2016, a number of technology efficiencies were better positioned for successful completion resulting in a number of savings for the businesses supported by Enterprise IT. The most significant was an initiative to migrate the systems supporting the John Hancock Investments business from a local legacy data center to a modernized offsite hosting location. The new location provides more scalable technology, better redundancy, increased processing and monitoring capabilities, enhanced security and improved optimization opportunities all of which save business partners time and money.

In order to execute the move in an accelerated manner, the effort required the time efficient mobilization of both business and technology resources to develop a phased plan that took into account downstream business processing and implications. The plan not only accounted for the move of over half a dozen integrated systems, it also built in system enhancements to concurrently occur for better operability in the new environment.

Under the transformed model, Enterprise IT was also able to successfully deliver on a number of business critical technology initiatives. One of the more notable was the rollout of the John Hancock Investments Environmental, Social and Governance (ESG) fund website. This website supports the strategic rollout of two ESG funds in 2016. As part of the new Enterprise IT operating model in house expertise has been strategically bolstered to manage and deliver business critical systems and websites like those supporting the ESG funds and ETFs launched in 2015. This has resulted in reductions in downtime and also a significant cost savings over outsourcing like functions.

In addition to successes through technology delivery and efficiency, the Enterprise IT organization continues to operate at an application availability level greater than 99% providing support services as needed 24 x 7. Incremental cost savings continue to be achieved through application and database decommissionings identified through proactive monitoring of the technical environment supporting the John Hancock Annuities and Investments businesses.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated team since the beginning of 2016 (up to 150 words).

• Successful decommissioning and upgrades to several legacy applications and reporting tools
• Completed successful data center migration moving away from legacy infrastructure
• Launched platform and system transformation effort focused on data driven decision making
• Fulfilled ~6500 business technology and / or system support requests (JHA, JHI)
• Migrated critical data applications to automated access review tool
• Enhanced security on all external file transfer points
• Maintained continual systems availability for customer / end user of greater than 99.5%
• Launched series of new customer websites and one mobile application
• Significantly reduced physical infrastructure footprint supporting business applications and systems