Director, Asia Operations Excellence

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.

The successful candidate will partner closely with the Head of Operations Excellence to deliver against Asia and Global Operations transformation strategies across all markets. The Director will collaborate with Country Operations, technology, regional partners, marketing, distribution, etc., as needed.

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.

Reporting and Tracking

Support monthly reporting of initiatives to regional and global partners and committees.

Maintain a repository of all undertaken process reviews and track/report progress.

Support and Backup

Provide support and backup to regional Operations, Innovation, Transformation, and Performance team.

Individual Accountabilities

Strategic Planning: Assist in developing and owning the strategic roadmap for operations excellence.

Process Improvement: Support process improvement projects and ensure timely execution with desired outcomes.

Technology Implementation: Assist in the evaluation and adoption of new technologies that drive operational efficiencies.

Team Development: Support the mentoring and development of local operations teams, fostering a culture of continuous learning and improvement.

Shared Accountabilities

Cross-Functional Collaboration: Work collaboratively with other department heads and senior leadership to ensure alignment of transformation initiatives with overall business goals.

Change Management: Partner with relevant departments to create and implement effective change management strategies.

Stakeholder Communication: Collaborate with relevant departments to ensure clear and consistent messaging around transformation initiatives.

Problems / Challenges

Change management: Overcome resistance to new technologies or processes. Develop and implement effective change management strategies to ensure smooth transitions.

Resource Constraints: Prioritize initiatives and manage limited resources, including budget, time, and personnel, to successfully execute transformation initiatives.

Complexity: Manage the complexity and scope of large-scale transformation projects that may span multiple departments and functions.

Alignment Across Departments: Ensure cross-functional alignment and collaboration, addressing potential conflicts or misalignments that may arise during projects.

Data Management: Address challenges related to data quality, accessibility, and integration across systems.

Competencies/Knowledge

Familiarity with scaled agile practices.

Prioritizes short-term process goals while keeping a broader organizational perspective.

Performance-Driven: Demonstrates a solid track record of achieving operational efficiencies and heightening service standards.

Facilitator of Change: Adept at implementing large-scale initiatives across multiple territories.

Analytically Minded: Utilizes robust data and metrics to guide operational decisions and maintain accountability.

Obsessed with the customer; ability to drive value, working backward from the customer.

An entrepreneurial spirit and comfort working within a rapidly changing environment and able to take sensible risks and decide to continue or discontinue direction based on data.

Exposure and experience in such areas as strategy planning, agile, project management principles, lean and systems thinking, and change management.

Demonstrated success at senior cross-functional project delivery involving cross-functional teams, stakeholders, and business functions.

Exceptional communications judgment and the ability to communicate effectively at all levels with both technical and non-technical stakeholders.

Confident presentation and facilitation skills and strong interpersonal and leadership skills to facilitate working with senior management at all levels

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.