Director Operations Transformation

The Director, Operations Transformation and Capability Development is accountable for identifying, maintaining an inventory and monitoring the execution of the operations transformation and innovation initiatives, working closely with Global High-Net-Worth(GHNW) Operations leadership business stakeholders.

The successful candidate will partner closely with the COO, GHNW Operations to deliver against  Global Operations transformation strategies across the GHNW business. The Lead will collaborate with Operations Transformations Leads as well as technology, , marketing, distribution etc., as needed. 

Key responsibilities will include:

• Transformation and Innovation Initiatives: Assist in monitoring the execution of transformation and innovation initiatives, including managing plans, timelines, deliverables, budgets, and benefit realization.
• Collaboration: Partner with local teams to support project implementation and address issues as they arise.
• Documentation and Presentations: Prepare key presentations and maintain portfolio documentation for ongoing initiatives.
• Innovation Inventory: Help identify and maintain an inventory of emerging technologies and innovation ideas.
• Capability Mapping: Assist in building a capability map for the future state of GHNW  operations.
• Cross-functional Collaboration: Work with marketing and tech teams to integrate and assess the feasibility of innovative solutions.
• Proof of Concept (PoC) Studies: Lead and assist in individual PoC studies as required.
• Project Support: Support individual innovation and capability development projects.
• Progress Tracking: Monitor and track the progress of innovation and emerging technology PoCs across GHNW Operations.

Individual Accountabilities:

• Execution: Ensure timely and effective execution of assigned tasks.
• Documentation: Maintain accurate and up-to-date documentation.
• Continuous Improvement: Foster a culture of continuous improvement and innovation within the team.

Shared Accountabilities:

• Collaboration: Collaborate with cross-functional teams to achieve common goals.
• Strategic Objectives: Contribute to the overall strategic objectives of the GHNW Operations and business.
• Support: Support the COO in achieving departmental KPIs and objectives.

Problems / Challenges:

• Change management: Overcome reluctance to new technologies or processes. Develop and implement effective change management strategies to ensure smooth transitions.
• 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, , address potential conflicts or misalignments that may arise during projects.

 Competencies/Knowledge:

• Analytical Skills: Strong ability to analyze complex data and make informed decisions.
• Project Management: Proficient in managing projects, including planning, execution, and monitoring.
• Communication: Excellent verbal and written communication skills, with the ability to present information clearly and concisely.
• Collaboration: Ability to work effectively with cross-functional and regional teams.
• Innovation: Keen interest and understanding of emerging technologies and industry trends.
• Problem-solving: Strong problem-solving skills with a proactive approach to addressing issues.
• 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.
• Demonstrated experience in strategy execution in a customer/stakeholder-facing environment                                                                                                      

Qualifications/Education

• Bachelor’s degree in business administration, economics, or equivalent.
• At least 7 years relevant experiences in actuarial / product development / product pricing / strategy / finance in the insurance industry (life insurance preferred)
• Agila / lean, PMP or similar project management certification is a plus.
• Proficiency in relevant project management and analytical tools.
• Self-motivated, independent with minimal supervision and excellent interpersonal skills
• Execution focused with a keen problem-solving mindset
• Excellent verbal and written communication skills

Personal and leadership competencies required include:

Leadership: Demonstrates the ability to lead and influence others without direct authority. Inspires and motivates team members to achieve high performance and fosters a positive and collaborative work environment.

Initiative: Takes ownership of tasks and drives them to successful completion. Proactively identifies opportunities for improvement and takes action to implement solutions.

Flexibility: Adaptable to changing priorities and organizational needs. Comfortable working in a dynamic environment and able to pivot strategies and approaches as necessary.

Team Player: Works well in a team environment and fosters collaborative relationships. Builds strong partnerships with internal and external stakeholders to achieve common goals.

Detail-oriented: Pays attention to detail and ensures accuracy in work. Maintains high standards of quality and thoroughness in all tasks.

Strategic Thinking: Ability to think strategically and contribute to long-term planning. Understands the broader business context and aligns individual and team efforts with organizational goals.

Communication: Excellent verbal and written communication skills. Able to convey complex information clearly and concisely to diverse audiences. Skilled in active listening and providing constructive feedback.

Problem-solving: Strong problem-solving skills with a proactive approach to addressing issues. Capable of identifying root causes and implementing effective solutions.

Decision-making: Demonstrates sound judgment and decision-making abilities. Considers multiple perspectives and data points before making informed decisions.

Innovation: Open to new ideas and approaches. Encourages creativity and innovation within the team and actively seeks out opportunities to apply emerging technologies.

Time Management: Efficiently manages time and prioritizes tasks to meet deadlines. Able to balance multiple projects and responsibilities simultaneously.

Emotional Intelligence: High level of self-awareness and empathy. Able to manage one's own emotions and understand and influence the emotions of others.

Resilience: Maintains composure and effectiveness under pressure. Able to navigate challenges and setbacks with a positive and resilient attitude.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize 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 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 [email protected].

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