Manager, Business Transformation

Manulife group; Hong Kong; Hybrid; HKD 600,000 - 900,000; Full time

Job summary

Manulife invites applications for a Manager, Business Transformation to drive end-to-end transformation across customer service, agency servicing, and contact center operations in a hybrid Hong Kong setting. You will translate business needs into scalable solutions, lead governance, manage risks, and deliver impact through digital initiatives and Gen AI-enabled improvements.

The role requires strong stakeholder management, 6+ years in financial services, and fluency in English and Chinese.

Qualifications

• 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 in delivering transformation initiatives across customer service, agency servicing, contact centres, customer experience, operational excellence, AI, or Gen AI-related domains.
• Strong project delivery, stakeholder management, governance, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to lead cross-functional delivery across customer, agency, operations, technology, and business teams, influence stakeholders at all levels, manage vendors, and proactively mitigate risks and issues.
• Excellent written, verbal, and presentation skills, with experience developing business cases, executive presentations, and management reports.
• Proven people leadership capability, with experience coaching and developing team members while fostering accountability, collaboration, and continuous improvement.
• Self-motivated with sound judgment, strong ownership, and a results-oriented mindset.
• Knowledge of customer service, agency servicing, and contact centre technologies, such as CRM platforms, IVR/IVRS, Gen AI chatbots, digital servicing, and live chat solutions, is an advantage.
• Hands-on experience with Power Platform, workflow automation, analytics tools, AI solutions, or customer and agency servicing technologies is highly desirable.
• Proficiency in spoken and written English and Chinese, including Cantonese and Mandarin.

Responsibilities

• Lead end-to-end delivery of transformation initiatives and business projects across customer service, agency servicing, and contact centre operations, ensuring delivery within scope, timeline, budget, and quality expectations.
• Drive process improvement, service enhancement, automation, Gen AI, and digital innovation by translating business needs into practical solutions and delivery roadmaps.
• Partner with business, operations, technology, and vendor teams to execute initiatives and proactively manage 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 activities to ensure successful implementation and benefit realization.
• Support BAU enhancements, system improvements, testing, and operational changes to improve customer and agency servicing outcomes.
• Monitor project performance, apply effective governance, and provide timely updates, risk escalation, and mitigation plans.
• Coach and develop team members, fostering accountability, collaboration, continuous improvement, and delivery excellence.

Skills

Insurance domain

Stakeholder management

Project delivery

Cross-functional leadership

Governance

Analytical skills

Problem solving

Communication skills

Power Platform

Gen AI / AI solutions

Tools

Power Platform

AI solutions / Gen AI

CRM platforms / IVR

Job description

Join us as Manager, Business Transformation to lead meaningful initiatives that turn business priorities and operational needs into practical, scalable solutions.

The role advances our mission to deliver better customer and operational experiences by driving process improvement, service enhancement, automation, Gen AI, and digital innovation.

You will take end-to-end ownership of high-impact projects, work with diverse business and technology stakeholders, and influence management decision-making. This opportunity also provides broad exposure and the chance to strengthen your transformation leadership, innovation, and people-development capabilities.

Position Responsibilities:

• Lead end-to-end delivery of transformation initiatives and business projects across customer service, agency servicing, and contact centre operations, ensuring delivery within scope, timeline, budget, and quality expectations.
• Drive process improvement, service enhancement, automation, Gen AI, and digital innovation by translating business needs into practical solutions and delivery roadmaps.
• Partner with business, operations, technology, and vendor teams to execute initiatives and proactively manage 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 activities to ensure successful implementation and benefit realization.
• Support BAU enhancements, system improvements, testing, and operational changes to improve customer and agency servicing outcomes.
• Monitor project performance, apply effective governance, and provide timely updates, risk escalation, and mitigation plans.
• Coach and develop team members, fostering accountability, collaboration, continuous improvement, and delivery excellence.

Required Qualifications:

• 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 in delivering transformation initiatives across customer service, agency servicing, contact centres, customer experience, operational excellence, AI, or Gen AI-related domains.
• Strong project delivery, stakeholder management, governance, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to lead cross-functional delivery across customer, agency, operations, technology, and business teams, influence stakeholders at all levels, manage vendors, and proactively mitigate risks and issues.
• Excellent written, verbal, and presentation skills, with experience developing business cases, executive presentations, and management reports.
• Proven people leadership capability, with experience coaching and developing team members while fostering accountability, collaboration, and continuous improvement.
• Self-motivated with sound judgment, strong ownership, and a results-oriented mindset.
• Knowledge of customer service, agency servicing, and contact centre technologies, such as CRM platforms, IVR/IVRS, Gen AI chatbots, digital servicing, and live chat solutions, is an advantage.
• Hands-on experience with Power Platform, workflow automation, analytics tools, AI solutions, or customer and agency servicing technologies is highly desirable.
• Proficiency in spoken and written English and Chinese, including Cantonese and Mandarin.

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 [e-mail].

Working Arrangement

Hybrid