Transformation Lead: AI & Digital Innovation

Manulife/John Hancock

Hong Kong

Hybrid

HKD 900,000 - 1,500,000

Full time

14 days+

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Job summary

Manulife/John Hancock seeks a Manager, Business Transformation to drive end-to-end transformation initiatives across customer service, agency servicing and contact centre operations. You will translate business needs into practical solutions and roadmaps, partnering with business, operations, technology and vendor teams to deliver sustainable improvements.

Leadership responsibilities include governance, stakeholder engagement, change management and adoption programs, with a focus on Gen AI,

Qualifications

6+ years in insurance, banking or financial services with transformation exposure.
Proven track record delivering transformation across customer service, agency servicing and contact centres.
Strong project delivery, governance, analytical and problem-solving skills.
Ability to lead cross-functional teams and manage vendors, risks and issues.
Excellent written and verbal communication; able to present to executives.

Responsibilities

Lead end-to-end delivery of transformation initiatives across service and operations.
Translate business needs into practical solutions and delivery roadmaps.
Partner with business, operations, technology and vendors to run initiatives.
Develop business cases, executive updates and governance material.
Lead change management, communications, training and adoption activities.
Support BAU enhancements, testing, and operational changes.