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Head of Asia Operations Excellence

Head of Asia Operations Excellence

Company 331 - Manulife Financial Asia LimitedHong Kong
18 days ago
Job description

Description

The Head of Operations Excellence, Asia is responsible for defining and upholding rigorous operational standards, streamlining core processes, and embedding continuous improvement throughout Manulife’s Asian market operations. This role employs Lean Six Sigma approaches, data-driven insights, and a range of automation solutions (e.g., PowerApps, AI) to ensure reliable, efficient operating models. The position works in close partnership with dedicated transformation and innovation teams, providing comprehensive operational designs, analytics, and recommended practices to help achieve outstanding client service, top-tier quality, and stable long-term growth.

The successful candidate will partner closely with the Head of Operations Innovation, Transformation and Performance to deliver against Asia and Global Operations transformation strategies across all markets. The Lead will collaborate with Country COOs as well as Operations transformation, technology, regional partners, marketing, distribution etc., as needed.

Key responsibilities will include :

  • Strategy and Governance Shape the Operations Excellence plan to align with both overarching global targets and specific regional requirements.Implement governance structures for assessing high-priority improvement programs, ensuring senior-level sponsorship and clear accountability.
  • Process Optimization and Standardization Oversee in-depth reviews of end-to-end processes (e.g., underwriting, policy administration, claims) to identify inefficiencies and boost cost-effectiveness.Apply Lean Six Sigma methodologies to streamline workflows, maintaining compliance with local regulations while ensuring regional consistency.Develop, refine, and endorse best-practice operating models, providing expert guidance to field teams.
  • Collaboration with Transformation and Innovation Teams Act as a key source of operational inisghts and proven techniques that support transformation and innovation efforts.Offer process designs and recommendations while transformation initiatives progress, minimizing potential disruptions to existing operations.Provide feedback on pilot programs and new technologies to help adapt successful solutions for broader rollouts across multiple markets.
  • Digital Tools and Automation Direct the adoption of automation platforms—such as PowerApps, IDP, and AI—to decrease manual work and enhance Straight-Through Processing.Work with IT and data analytics groups to evaluate the impact of these tools, broadening their use where they deliver clear value.
  • Building Capabilities and Implementation Frameworks Design and deliver training to strengthen operational excellence competencies among local market teams.Establish and maintain robust implementation processes for performance reviews, ensuring consistent application across all markets.Provide continual support and coaching to local leadership, fostering a culture of data-informed improvement and accountability.
  • Performance Measurement and Continuous Improvement Use benefit realization assessments to confirm gains, guide subsequent enhancements, and keep senior leaders informed.Encourage a culture of ongoing optimization by promoting evidence-based decision-making and iterative refinements to processes.
  • Coordination and Execution Review progress of identified improvements with country teams, addressing any delays and issues, providing support for remediation or escalation as needed.Review implementation progress and delivery expectations with countries, offering deep dives and suggestions to enhance straight-through processing with a focus on customer-driven outcomes
  • Reporting and Tracking Support monthly reporting of initiatives to regional and global partners and committees.Maintain a repository of all all undertaken process reviews and track / report progress.
  • Support and Backup Provide support and backup to regional Operations, Innovation, Transformation, and Performance team

Individual Accountabilities :

  • Strategic Planning :  Develop and own the strategic roadmap for operations excellence
  • Process Improvement :  Lead process improvement projects and ensure timely execution with desired outcomes
  • Technology Implementation :  Oversee the evaluation and adoption of new technologies that drive operational efficiencies.
  • Team Development : Mentor and develop the local operations teams, fostering a culture of continuous learning and improvement.

    • Shared Accountabilities :

  • Cross-Functional Collaboration :  Work collaboratively with other department heads and senior leadership to ensure alignment of transformation initiatives with overall business goals.
  • Change Management :  Partner with relevant departments to create and implement effective change management strategies.
  • Stakeholder Communication :  Collaborate with relevant departments to ensure clear and consistent messaging around transformation initiatives.

    • Problems / Challenges :

  • Change management : Overcome resistance to new technologies or processes. Develop and implement effective change management strategies to ensure smooth transitions.
  • Resource Constraints : Prioritize initiatives and manage limited resources, including budget, time, and personnel, to successfully execute transformation initiatives.
  • Complexity : Manage the complexity and scope of large-scale transformation projects that may span multiple departments and functions.
  • Alignment Across Departments : Ensure cross functional alignment and collaboration, , address potential conflicts or misalignments that may arise during projects.
  • Data Management : Address challenges related to data quality, accessibility, and integration across systems.

    • Competencies / Knowledge :

  • Familiarity with scaled agile practices.
  • Prioritizes short-term process goals while keeping a broader organizational perspective.
  • Performance-Driven : Demonstrates a solid track record of achieving operational efficiencies and heightening service standards.
  • Facilitator of Change : Adept at implementing large-scale initiatives across multiple territories.
  • Analytically Minded : Utilizes robust data and metrics to guide operational decisions and maintain accountability.
  • Obsessed with the customer; ability to drive value, working backward from the customer.
  • An entrepreneurial spirit and comfort working within a rapidly changing environment and able to take sensible risks and decide to continue or discontinue direction based on data.
  • Exposure and experience in such areas as strategy planning, agile, project management principles, lean and systems thinking, and change management.
  • Demonstrated success at senior cross-functional project delivery involving cross-functional teams, stakeholders and business functions.
  • Exceptional communications judgement and the ability to communicate effectively at all levels with both technical and non-technical stakeholders.
  • Confident presentation and facilitation skills and strong interpersonal and leadership skills to facilitate working with senior management at all levels.

    • Qualifications / Education

  • At least 12 years in operations, process excellence, or a similar leadership capacity within insurance or financial services.
  • A master’s degree in Business, Operations Management, or a related field is preferred.
  • Lean Six Sigma Black Belt is essential; additional credentials (e.g., PMP, Agile) are advantageous.
  • Extensive expertise in life and health insurance processes, products, and varying regulatory considerations across Asia.
  • Demonstrated success in refining underwriting, policy handling, and claims processes.
  • Familiarity with automation technologies (PowerApps, AI) and data analysis tools used for performance tracking and improvement.
  • Capability to assess emerging technologies and integrate them effectively to optimize operational outcomes.
  • Strong influence and communication skills when coordinating with senior executives and cross-functional teams in a culturally diverse, matrixed environment.
  • Skilled at presenting complex material clearly and securing support from varied audiences.
  • Proven ability to manage intricate, multi-market environments in Asia.

    • Personal and leadership competencies required include :

    Energize

    Sees change as an opportunity – to learn, grow, and excel. Capitalizes on agility, adaptability, resiliency and an “always learning” growth mindset. Encourage curiosity, creativity, and establishes psychological safety and trust for the team to share freely test and learn.

  • Role-models effective verbal and written communication, demonstrating poise, projecting authenticity and credibility.
  • Inspires and connects with a range of audiences through storytelling, sharing personal experiences, and delivering meaningful messages aligned to the organization vision and strategy.
  • Helps shape the image of the organization through influence and interaction with a wide range of internal and external audiences.
  • Can navigate self and others through times of transformation, with excitement and enthusiasm.
  • Looks for and champions new ways of working to enable easier, faster, more reliable experiences for our employees and customers.

    • Connect

  • Creates trust, embrace growth, and nurtures connections. Relies on team and collaborates with others to produce the outcomes our customers deserve. Removes silos to find the right person with the right skillset. Demonstrates tact and bravery to have the necessary difficult conversations to help people grow and excel. Rally people around a shared goal, to drive results for customers, colleagues, and shareholders.
  • Fosters a spirit of teamwork and strategic partnership across the organization, bringing the organization together around a common purpose to advance business strategy.
  • Enables leaders to build connections for their teams, connecting employees with other employees, experts or resources to foster collaboration and to produce superior outcomes.
  • Promotes a positive and engaged work environment where continuous learning, coaching, and feedback are an integral part of the culture.
  • Can effectively coach others and actively sponsors opportunities for leaders to build coaching and mentoring capabilities.
  • Ensures that talent development is one of our strategic priorities and works with leaders to make the right talent investments to achieve our organizational objectives.

    • Excel

    Accountable to both the company and their teams for meeting and exceeding expectations. Applies global industry trends to our customer solutions. Possesses superior business knowledge and understanding of our global business, and is also organized, clear on their priorities, and transparent in their actions with others. Can articulate the goal and the steps needed to get there, while also trusting people to do their jobs and empowering teams to make decisions to get things done.

  • Creates a compelling vision and sets goals with longer-term objectives and implications for the organization in mind.
  • Champions a results-oriented organizational culture and motivates others to strive for meaningful impacts for the organization.
  • Utilizes business and technical knowledge to educate others and help them connect the dots between decisions, actions, and impact on business results and customer engagement.
  • Translates understanding of the economic or business climate and the organization’s priorities to assist teams in structuring and prioritizing work.
  • Fosters an environment where others are empowered to make effective decisions and takes action.
  • Owns the outcome and will make difficult business and people decisions when required.
  • Encourages open discussion for timely identification of risks, and coaches and models risk-aware behavior and ensures appropriate resources are in place to properly manage risks for my business / function and for the organization.

    • About Manulife and John Hancock

    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 .

    Manulife is an Equal Opportunity Employer

    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 .

    Working Arrangement

    Hybrid

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