Description
The Director of Operations Excellence, Asia, is responsible for supporting the Head of Operations Excellence in defining and upholding rigorous operational standards, streamlining core processes, and embedding continuous improvement throughout Manulife’s Asian market operations.
This role employs Lean Six Sigma approaches, data-driven insights, and a range of automation solutions (e.g., PowerApps, AI) to ensure reliable, efficient operating models. The position works in close partnership with dedicated transformation and innovation teams, providing comprehensive operational designs, analytics, and recommended practices to help achieve outstanding client service, top-tier quality, and stable long-term growth.
Position Responsibilities:
Strategy and Governance
- Support the Head of Operations Excellence in shaping the Operations Excellence plan to align with both overarching global targets and specific regional requirements.
- Assist in implementing governance structures for assessing high-priority improvement programs, ensuring senior-level sponsorship and clear accountability.
Process Optimization and Standardization
- Conduct in-depth reviews of end-to-end processes (e.g., underwriting, policy administration, claims) to identify inefficiencies and boost cost-effectiveness.
- Apply Lean Six Sigma methodologies to streamline workflows, maintaining compliance with local regulations while ensuring regional consistency.
- Assist in developing, refining, and endorsing best-practice operating models, providing expert guidance to field teams.
Collaboration with Transformation and Innovation Teams
- Act as a key source of operational insights and proven techniques that support transformation and innovation efforts.
- Offer process designs and recommendations while transformation initiatives progress, minimizing potential disruptions to existing operations.
- Provide feedback on pilot programs and new technologies to help adapt successful solutions for broader rollouts across multiple markets.
Digital Tools and Automation
- Support the Head of Operations Excellence in directing the adoption of automation platforms,such as PowerApps, IDP, and AI,to decrease manual work and enhance Straight-Through Processing.
- Collaborate with IT and data analytics groups to evaluate the impact of these tools, broadening their use where they deliver clear value.
Building Capabilities and Implementation Frameworks
- Assist in designing and delivering training to strengthen operational excellence competencies among local market teams.
- Support the establishment and maintenance of robust implementation processes for performance reviews, ensuring consistent application across all markets.
- Provide continual support and coaching to local leadership, fostering a culture of data-informed improvement and accountability.
Performance Measurement and Continuous Improvement
- Support the Head of Operations Excellence in using benefit realization assessments to confirm gains, guide subsequent enhancements, and keep senior leaders informed.
- Encourage a culture of ongoing optimization by promoting evidence-based decision-making and iterative refinements to processes.
Coordination and Execution
- Review progress of identified improvements with country teams, addressing any delays and issues, providing support for remediation or escalation as needed.
- Review implementation progress and delivery expectations with countries, offering deep dives and suggestions to enhance straight-through processing with a focus on customer-driven outcomes.
- Support monthly reporting of initiatives to regional and global partners and committees.
- Maintain a repository of all undertaken process reviews and track/report progress.
Required Qualifications:
- At least 8-10 years in operations, process excellence, or a similar leadership capacity within insurance or financial services.
- A master’s degree in Business, Operations Management, or a related field is preferred.
- Lean Six Sigma Black Belt; additional credentials (e.g., PMP, Agile) are advantageous.
- Extensive expertise in life and health insurance processes, products, and varying regulatory considerations across Asia.
- Demonstrated success in refining underwriting, policy handling, and claims processes.
- Familiarity with automation technologies (PowerApps, AI) and data analysis tools used for performance tracking and improvement.
- Capability to assess emerging technologies and integrate them effectively to optimize operational outcomes.
- Strong influence and communication skills when coordinating with senior executives and cross-functional teams in a culturally diverse, matrixed environment.
- Skilled at presenting complex material clearly and securing support from varied audiences.
- Proven ability to manage intricate, multi-market environments in Asia