Senior Manager, Business & Process Transformation
Manulife Financial · Singapore
This is an opportunity to lead complex business and process transformation initiatives across Manulife Singapore's key bancassurance partnerships. You will work at the intersection of strategy, operations and transformation, redesigning customer journeys, business processes, operating models and ways of working to improve customer outcomes and business performance. Partnering with stakeholders across the organization and bank partners, you will translate strategic priorities into practical, scalable solutions that drive measurable commercial, operational and customer impact. This role offers exposure to senior stakeholders and the opportunity to shape the future of Manulife's bancassurance business.
Position Responsibilities:
- Lead end-to-end redesign of complex bancassurance processes across customer, frontline and operational journeys.
- Identify process gaps, inefficiencies and control issues, and develop future-state solutions that improve customer and business outcomes.
- Apply structured problem-solving, process-improvement and transformation methodologies to address complex business challenges.
- Design future operating models, service models, governance structures, decision rights and cross-functional workflows.
- Clarify ownership, accountability and hand-offs across Manulife, bank partners and supporting functions.
- Lead assigned transformation initiatives from definition and design through implementation and adoption.
- Establish clear outcomes, scope, milestones, dependencies, risks and delivery plans for transformation initiatives.
- Coordinate cross-functional delivery across Product, Distribution, Operations, Underwriting, Digital, Technology, Risk, Compliance and other key stakeholders.
- Assess the impact of transformation initiatives on people, processes, controls and operating practices.
- Develop and execute business readiness, stakeholder engagement, communication and adoption plans.
- Monitor implementation progress and adoption outcomes, addressing barriers to successful realization of benefits.
- Maintain governance, reporting and accountability for assigned initiatives.
- Define and track commercial, customer, operational and control outcomes.
- Escalate material risks, issues and key decisions to senior stakeholders as appropriate.
- Capture lessons learned and contribute to the development of reusable transformation methodologies, tools and frameworks.
Required Qualifications:
- Significant experience in management consulting, business transformation, process improvement, operating model design or complex programme delivery.
- Demonstrated experience leading cross-functional transformation initiatives from problem definition through implementation.
- Strong capability in process redesign, operating-model development, structured problem-solving and business transformation.
- Proven ability to influence stakeholders and coordinate delivery across complex organizational and partnership environments.
- Strong analytical, project-management and executive communication skills.
- Experience managing multiple stakeholders and competing priorities in a fast-paced environment.
- Bachelor's degree.
Preferred Experience:
- Experience in bancassurance, banking, insurance, wealth management or broader financial services.
- Understanding of customer, frontline, servicing and operational processes within financial services organizations.
- Management consulting experience at Senior Associate, Consultant, Manager or equivalent level.
- Experience in customer journey redesign, operational excellence or business process transformation.
- Familiarity with Agile delivery, Product Owner practices, Lean methodologies or process-improvement frameworks.
- Relevant postgraduate qualification.
- Certifications such as Agile Product Owner, Scrum, Lean Six Sigma, PMP or change-management qualifications.
When you join our team:
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
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 https://www.manulife.com/en/about/our-story.html.
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 hr@manulife.com.
Working Arrangement