AI Transformation & Ops Intern (Hybrid)

Manulife; Singapore; Hybrid; SGD 110,000 - 150,000; Full time

Job summary

Manulife is seeking a role within Operations to translate business needs into practical AI use cases and to collaborate across business, technology, data and AI teams to design, test, implement and continuously improve responsible AI solutions that enhance customer experience, productivity, quality and efficiency.

You will partner with Operations, Business SMEs, Technology, Data and AI teams to identify AI opportunities, define requirements and test strategies, and monitor performance for

Qualifications

Responsibilities

• Partner with Operations, Business SMEs, Technology, Data and AI teams to identify AI opportunities where AI can improve customer experience, productivity, quality and operational efficiency.
• Translate business processes, operational requirements and decision-making criteria into AI use cases, automation opportunities, prompts, workflows and solution requirements.
• Analyze operational journeys across Underwriting, Claims, Policy Servicing, Distributor and Contact Centre functions to identify opportunities for AI-enabled transformation.
• Define business requirements, user stories, process flows and success measures for AI initiatives and enhancements.
• Support AI solution design by identifying business rules, decision criteria, exception handling requirements and human-in-the-loop intervention points.
• Collaborate with business stakeholders, AI engineers and technology teams to design, test and optimize AI assistants, agentic workflows, automation solutions and intelligent decision-support capabilities.
• Identify data requirements, data quality considerations and integration needs required to support AI solutions and decision intelligence capabilities.
• Develop and execute testing strategies, validation scenarios and User Acceptance Testing (UAT) plans to ensure AI solutions meet business requirements and operational standards.
• Monitor AI performance, adoption, accuracy, productivity benefits and customer outcomes, providing insights and recommendations for continuous improvement.
• Conduct post-implementation reviews and fact checks to validate that AI outputs, automation outcomes and business processes remain aligned with business objectives, controls and governance requirements.
• Support Responsible AI and governance activities through documentation, testing evidence, validation records, issue tracking and control monitoring.
• Maintain AI artefacts including requirements, process documentation, prompt libraries, decision logic, test cases, user guides and performance dashboards.
• Support change management, communications, training and stakeholder engagement activities to drive successful adoption of AI solutions.
• Collaborate with business owners and SMEs to continuously refine AI capabilities based on user feedback, operational insights and evolving business needs.
• Support project delivery by managing deliverables, timelines, dependencies, risks, action tracking and stakeholder reporting.
• Ensure all AI initiatives comply with regulatory requirements, risk management controls, corporate policies and governance standards.

Job description

Manulife is seeking a role within Operations to translate business needs into practical AI use cases and to collaborate across business, technology, data and AI teams to design, test, implement and continuously improve responsible AI solutions that enhance customer experience, productivity, quality and efficiency.

You will partner with Operations, Business SMEs, Technology, Data and AI teams to identify AI opportunities, define requirements and test strategies, and monitor performance for