Manager, Business Transformation

Join us as Manager, Business Transformation to lead meaningful initiatives that turn business priorities and operational needs into practical, scalable solutions.

The role advances our mission to deliver better customer and operational experiences by driving process improvement, service enhancement, automation, Gen AI, and digital innovation.

You will take end-to-end ownership of high-impact projects, work with diverse business and technology stakeholders, and influence management decision-making. This opportunity also provides broad exposure and the chance to strengthen your transformation leadership, innovation, and people-development capabilities.

Position Responsibilities:

Lead end-to-end delivery of transformation initiatives and business projects across customer service, agency servicing, and contact centre operations, ensuring delivery within scope, timeline, budget, and quality expectations.

Drive process improvement, service enhancement, automation, Gen AI, and digital innovation by translating business needs into practical solutions and delivery roadmaps.

Partner with business, operations, technology, and vendor teams to execute initiatives and proactively manage risks, issues, and dependencies.

Develop business cases, executive presentations, management updates, and recommendations to support governance and decision-making.

Lead stakeholder engagement, change management, communications, training, and adoption activities to ensure successful implementation and benefit realization.

Support BAU enhancements, system improvements, testing, and operational changes to improve customer and agency servicing outcomes.

Monitor project performance, apply effective governance, and provide timely updates, risk escalation, and mitigation plans.

Coach and develop team members, fostering accountability, collaboration, continuous improvement, and delivery excellence.

Required Qualifications:

At least 6 years of relevant experience in insurance, banking, or financial services, with exposure to business transformation, customer service, agency servicing, contact centre operations, project delivery, and digital initiatives.

Proven track record in delivering transformation initiatives across customer service, agency servicing, contact centres, customer experience, operational excellence, AI, or Gen AI-related domains.

Strong project delivery, stakeholder management, governance, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

Demonstrated ability to lead cross-functional delivery across customer, agency, operations, technology, and business teams, influence stakeholders at all levels, manage vendors, and proactively mitigate risks and issues.

Excellent written, verbal, and presentation skills, with experience developing business cases, executive presentations, and management reports.

Proven people leadership capability, with experience coaching and developing team members while fostering accountability, collaboration, and continuous improvement.

Self-motivated with sound judgment, strong ownership, and a results-oriented mindset.

Knowledge of customer service, agency servicing, and contact centre technologies, such as CRM platforms, IVR/IVRS, Gen AI chatbots, digital servicing, and live chat solutions, is an advantage.

Hands-on experience with Power Platform, workflow automation, analytics tools, AI solutions, or customer and agency servicing technologies is highly desirable.

Proficiency in spoken and written English and Chinese, including Cantonese and Mandarin.

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.

宏利金融有限公司是全球领先的金融服务提供商，致力于帮助大众轻松作出明智抉择，实现精彩人生。如欲了解更多关于我们的信息，请访问人寿保险-养老保险-健康保险-中宏保险官网 (manulife-sinochem.com).

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 hr@manulife.com。

Working Arrangement

混合办公