Senior Manager, Digital Transformation & AI Programs

Manulife group

Hong Kong

Hybrid

HKD 600,000 - 900,000

Full time

4 days ago

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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.