Director, Asia Operations Excellence

Job 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 automation solutions such as PowerApps and 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 global targets and regional requirements. • Implement governance structures for high‑priority improvement programs, ensuring senior‑level sponsorship and clear accountability. Process Optimization and Standardization • Conduct in‑depth reviews of end‑to‑end processes such as underwriting, policy administration, and 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. • Develop, refine, and endorse 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 • Direct 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 and broaden their use where they deliver clear value. Building Capabilities and Implementation Frameworks • Design and deliver 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 • Use benefit realization assessments to confirm gains, guide subsequent enhancements, and keep senior leaders informed. • Encourage a culture of ongoing optimization through 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, and 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. 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 – Mentor and develop 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. Competencies / Knowledge • Familiarity with scaled agile practices. • Strong 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. • Customer‑focused – drives value, working backward from the customer. • Entrepreneurial spirit and comfort working within a rapidly changing environment, making decisions to continue or discontinue direction based on data. • Exposure and experience in 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 communication judgment and the ability to communicate effectively at all levels. • Confident presentation, facilitation, interpersonal, and leadership skills to facilitate working with senior management. 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 such as PowerApps and 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. 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