Senior Manager, Business & Process Transformation

Manulife/John Hancock

Singapore

Hybrid

SGD 120,000 - 180,000

Full time

2 days ago

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Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife/John Hancock invites applications for a senior transformation lead to redesign bancassurance processes spanning customer, frontline and operational journeys. You will identify gaps, design future-state operating models and clarify ownership across Manulife, bank partners and functions.

The role requires significant experience in management consulting and business transformation, with strong analytical, stakeholder management and executive communication skills to deliver complex

Qualifications

Significant experience in management consulting, business transformation, or complex programme delivery.
Proven ability to lead cross-functional transformation from problem definition to implementation.
Strong analytical, project-management and executive communication skills.
Experience coordinating delivery across partners and diverse stakeholders.

Responsibilities

Lead end-to-end redesign of bancassurance processes across customer and operational journeys.
Identify gaps, inefficiencies and control issues, and develop future-state solutions.
Define ownership, accountability and hand-offs across Manulife, bank partners and functions.
Coordinate cross-functional delivery across Product, Distribution, Operations, Underwriting, Digital, Risk and Compliance.
Establish milestones, risks and delivery plans; monitor adoption and benefits realization.
Capture lessons learned and contribute to reusable transformation methodologies.

Skills

Management consulting

Business transformation

Process improvement

Operating model design

Structured problem-solving

Stakeholder management

Executive communication

Project management

Cross-functional leadership

Education

Bachelor’s degree

Job description

Position Responsibilities:

Lead end-to-end redesign of complex bancassurance processes across customer, frontline and operational journeys. Identify process gaps, inefficiencies and control issues, and develop future-state solutions that improve customer and business outcomes. Apply structured problem-solving, process-improvement and transformation methodologies to address complex business challenges. Design future operating models, service models, governance structures, decision rights and cross-functional workflows. Clarify ownership, accountability and hand-offs across Manulife, bank partners and supporting functions. Lead assigned transformation initiatives from definition and design through implementation and adoption. Establish clear outcomes, scope, milestones, dependencies, risks and delivery plans for transformation initiatives. Coordinate cross-functional delivery across Product, Distribution, Operations, Underwriting, Digital, Technology, Risk, Compliance and other key stakeholders. Assess the impact of transformation initiatives on people, processes, controls and operating practices. Develop and execute business readiness, stakeholder engagement, communication and adoption plans. Monitor implementation progress and adoption outcomes, addressing barriers to successful realization of benefits. Maintain governance, reporting and accountability for assigned initiatives. Define and track commercial, customer, operational and control outcomes. Escalate material risks, issues and key decisions to senior stakeholders as appropriate. Capture lessons learned and contribute to the development of reusable transformation methodologies, tools and frameworks.

Required Qualifications:

Significant experience in management consulting, business transformation, process improvement, operating model design or complex programme delivery. Demonstrated experience leading cross-functional transformation initiatives from problem definition through implementation. Strong capability in process redesign, operating-model development, structured problem-solving and business transformation. Proven ability to influence stakeholders and coordinate delivery across complex organisational and partnership environments. Strong analytical, project-management and executive communication skills. Experience managing multiple stakeholders and competing priorities in a fast-paced environment. Bachelor’s degree.

Preferred Experience:

Experience in bancassurance, banking, insurance, wealth management or broader financial services. Understanding of customer, frontline, servicing and operational processes within financial services organisations. Management consulting experience at Senior Associate, Consultant, Manager or equivalent level. Experience in customer journey redesign, operational excellence or business process transformation. Familiarity with Agile delivery, Product Owner practices, Lean methodologies or process-improvement frameworks. Relevant postgraduate qualification. Certifications such as Agile Product Owner, Scrum, Lean Six Sigma, PMP or change-management qualifications.

When you join our team:

We’ll empower you to learn and grow the career you want. We’ll recognise 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 programmes 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 hr@manulife.com.

Working Arrangement Hybrid

We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry‑leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognise and support you in a flexible environment where well‑being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition.

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