Manager, Business Transformation

About the role

Manulife is looking for a Manager, Business Transformation to lead initiatives that turn business priorities and operational needs into practical, scalable solutions. The role drives process improvement, service enhancement, automation, Gen AI and digital innovation, and takes end-to-end ownership of high-impact projects across customer service, agency servicing and contact centre operations.

Key responsibilities

• Lead end-to-end delivery of transformation initiatives and business projects within scope, timeline, budget and quality expectations.
• Translate business needs into process improvement, service enhancement, automation, Gen AI and digital innovation solutions and delivery roadmaps.
• Partner with business, operations, technology and vendor teams, managing risks, issues and dependencies.
• Develop business cases, executive presentations, management updates and recommendations to support governance and decision-making.
• Lead stakeholder engagement, change management, communications, training and adoption.
• Support BAU enhancements, system improvements, testing and operational changes.
• Monitor project performance, apply governance and escalate risks with mitigation plans.
• Coach and develop team members.

Required profile

• At least 6 years of relevant experience in insurance, banking or financial services, with exposure to business transformation, customer service, agency servicing, contact centre operations, project delivery and digital initiatives.
• Proven track record delivering transformation initiatives in customer service, contact centres, customer experience, operational excellence, AI or Gen AI.
• Strong project delivery, stakeholder management, governance, analytical and problem-solving skills, able to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to lead cross-functional delivery, influence stakeholders, manage vendors and mitigate risks.
• Excellent written, verbal and presentation skills, with experience writing business cases, executive presentations and management reports.
• People leadership experience coaching and developing team members.
• Proficiency in spoken and written English and Chinese, including Cantonese and Mandarin.

Required skills

• Knowledge of customer service, agency servicing and contact centre technologies (CRM, IVR/IVRS, Gen AI chatbots, digital servicing, live chat) is an advantage.
• Hands-on experience with Power Platform, workflow automation, analytics tools, AI solutions or servicing technologies is highly desirable.

The working arrangement is hybrid. Manulife describes itself as an international financial services provider and an equal opportunity employer.