Asia Contact Centre Product Leader

Manulife/John Hancock; Hong Kong; Hybrid; HKD 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work arrangement

Global team environment

Job summary

Manulife/John Hancock seeks a regional Product Owner for Contact Centre and Management & Review to translate servicing ambition into a prioritised roadmap across Asia. You will partner with the Head of Servicing and Transformation to define the Target Operating Model and lead capabilities across multiple markets.

In this hands-on leadership role, you will own the product roadmap, drive stakeholder alignment, and translate outcomes into epics and measurable milestones, balancing regulatory,

Qualifications

• At least 8–10 years of experience in product ownership, operations transformation, contact centre or servicing in financial services or regulated environments.
• Experience defining and implementing target operating models and multi-year roadmaps across markets or business units.
• Strong product-management capabilities: discovery, prioritisation, backlog, user stories, acceptance criteria and governance.

Responsibilities

• Define Asia vision and multi-year roadmap for Contact Centre and Management & Review.
• Own and refine product roadmaps and backlogs for Asia across markets.
• Align stakeholders across Country COOs, leadership teams and partners; facilitate decision forums.
• Lead current-state assessment, size problems and validate priorities with data and insights.
• Build robust business cases with benefits, costs and implementation assumptions; monitor adoption post-launch.

Skills

Product ownership

Operations transformation

Contact centre

Stakeholder management

Roadmap design

Education

Bachelor’s degree in business, Operations, Technology, Engineering or related field

Tools

Genesys

Amazon Connect

Salesforce

Job description

Manulife/John Hancock seeks a regional Product Owner for Contact Centre and Management & Review to translate servicing ambition into a prioritised roadmap across Asia. You will partner with the Head of Servicing and Transformation to define the Target Operating Model and lead capabilities across multiple markets.

In this hands-on leadership role, you will own the product roadmap, drive stakeholder alignment, and translate outcomes into epics and measurable milestones, balancing regulatory,