Manager, Transformation & AI Automation

Manulife; Hong Kong; Hybrid; HKD 900,000 - 1,300,000; Full time

Job summary

Manulife seeks a Manager, Business Transformation in Hong Kong to lead initiatives that turn priorities into scalable solutions for customer service, operations, and digital channels. You will own end-to-end delivery and drive Gen AI and automation across projects.

You will develop business cases, present to executives, and lead cross-functional teams while building governance, adoption, and continuous improvement across the organization.

Qualifications

• At least 6 years of relevant experience in financial services and transformation.
• Proven track record delivering transformation across customer service, operations, and digital initiatives.
• Strong governance, analytical, and multi-priority management skills.
• Proven people leadership and coaching capabilities.
• English and Chinese proficiency (Cantonese/Mandarin).

Responsibilities

• Lead end-to-end delivery of transformation initiatives across customer service, agency servicing, and contact centre operations within scope, timeline, budget and quality.
• Drive process improvement, service enhancement, automation, Gen AI, and digital innovation with practical roadmaps.
• Partner with business, operations, technology, and vendor teams to execute initiatives and manage risks and dependencies.
• Develop business cases, executive presentations, and management updates to support governance and decisions.
• Lead stakeholder engagement, change management, communications, training, and adoption activities.
• Support BAU enhancements, system improvements, testing, and operational changes to improve servicing outcomes.
• Monitor project performance, apply governance, and provide timely risk updates and mitigation plans.
• Coach and develop team members, fostering accountability and continuous delivery excellence.

Skills

Transformation leadership

Project delivery

Stakeholder management

Cross-functional teamwork

Analytical problem-solving

Bilingual English/Chinese

Tools

Power Platform

CRM systems

AI tooling

Job description

Manulife seeks a Manager, Business Transformation in Hong Kong to lead initiatives that turn priorities into scalable solutions for customer service, operations, and digital channels. You will own end-to-end delivery and drive Gen AI and automation across projects.

You will develop business cases, present to executives, and lead cross-functional teams while building governance, adoption, and continuous improvement across the organization.