We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

In Office

Job Description

Responsibilities:

Transform the Operations Team and Customer Experience

• Lead the transformation of the Operations team by transforming the ownership of the customer experience in the Buy, Manage & Review, Claims and Contact Center value streams.

• Leverage new ways of working under the Customer Experience transformation to deliver greater adoption of the digital tools provided as part of the technology transformation towards micro services.

• In the Buy value stream , improve the adoption of E submission via E-POS, use of the auto underwriting engine , premium collection process and use of digital payment and e contract.

• In Manage & Review, implement further improvements to drive digtial service interface with customers and drive adoption of digital servicing.

• Improve workforce management capabilities of the contact center and drive transformation of the contact center through digtial tools that drive containment and call offload to digital channels

• In cross episodic capabilities, increase the use of digital renewal premiums while reducing the cost of transactions.

• Improve messaging capabilities to enable customers better understanding of where they are in our processes.

• Improve the squad and sprint efficacy by leveraging on agile capabilities.

• Work with the regional CXT team to deepen the practice of Agile

• Lead and drive the operational strategies and performance of Manulife Cambodia to ensure delivery of an optimum model that supports the organization's strategic aspirations and on-going quality BAU

• As a key member on the management teams of Manulife Cambodia, give strategic direction to the in-country operations and delivery teams and take ownership in implementing projects on time, budget and quality; and formulate a strategic platform to sustain the organization's future development

Transform the Business as Usual Focus on Performance

• Cascade performance metrics to all levels of the Operations organization

• Set goals that are linked between the front line of the organization and those of the enterprise

• Transform the performance mindset of every Operations staff towards visible performance and daily performance dialogues.

• Set in place a culture of team work, collaboration and continuous improvement. Ensure that the culture of performance transparency is matched with a culture of celebrating success and of helping the poorer performers achieve their best.

• Transform leadership mindset among Operations managers and cultivate leaders who can to motivate their staff as coaches.

• Improve employee engagement through the team’s self-motivation and empower them to resolve issues within their day to day interactions.

Strategy & Planning (Business, Technology and Digitization)

• Drive the strategic pillar of expense efficiency to achieve business growth, profitability, operating targets and maximize shareholder value. Focus on streamlining operations and improving efficiency through the close coordination and collaboration between IT, Project Delivery and Operations teams

• Act as a senior member of the strategic project including taking lead in business transformation role on a strategic project including corporate restructuring initiatives, and risk management projects.

Process, Policy and Procedures

• Ensure appropriate governance framework of Operations is in place within the organization and observed to maintain compliance to the group/ regulator's governance

• Provide regional and country management with timely and relevant information with management views on areas of responsibility, including regular management reports on progress against plans and budgets, quality, risks, issues and on key performance indicators

• Establish contractual servicing where appropriate to allow portfolio delivery to be achieved in alignment with financial budgets and procurement policies

Operations Management

• Promote execution services function and the Global Shared Service center (MBPS) to raise profile and uplift the team capabilities brought by the shared service center where applicable.

• Oversee the progress of initiatives and overall programs towards delivering Manulife business benefits, providing strategic leadership and decision making to achieve the company-wide benefits

Job Requirements:

• 10+ years progressive experience including the successful execution of complex projects

• 10+ years progressive experience leading large operational / administration functions

• Demonstrated success in implementing process automation, efficiency and service initiatives

• Excellent understanding of financial services industry and business operations

• Strong financial acumen and ability to support detailed business cases

• Excellent communication skills (verbal and written)

• Influencing, negotiating and conflict management skills

• Demonstrated ability to be flexible and exercise judgment in a changing environment

• Collaborative and ability to work and influence cross-functional teams

• Effective conceptual, diagnostic, analytical and problem-solving skills

• Strategic thinker

• Ability to work in a non-structured environment

• Process and change management abilities

• Post-university degree or professional designation

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first cultureWe lead with our Values every day and bring them to life together.

• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.

• Continuous innovationWe invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.

• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 programs 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 .