Director, Prestige Services

Position Responsibilities:
Experience Strategy and Transformation:

• Define and lead the transformation of Prestige & Supreme Centres into premium hospitality-led environments that deliver compelling experiences for customers and distribution partners
• Establish a clear experience vision service philosophy and differentiated journeys that enhance engagement strengthen trust and support high-quality financial conversations
• Translate the vision into scalable experience standards and playbooks ensuring consistency across centres while maintaining operational effectiveness and usability
• Continuously evolve the physical environment service approach and interaction design drawing on relevant practices from hospitality retail and service-led industries
• Engage and mobilise frontline teams fostering a consistent service mindset and ownership in how guests are welcomed and supported

Prestige Experience:

• Shape and curate the in-centre experience layer designing thoughtful engagement initiatives that strengthen relationships and bring warmth ease and a sense of care into customer and partner interactions
• Identify and develop select collaborations with lifestyle and service-led brands introducing curated pop-ups and experience moments that add texture and relevance to the environment while remaining aligned with Manulifes positioning
• Create and refine interaction touchpoints and hosting experiences that support more natural confident and effective conversations between guests
• Exercise strong judgement in balancing external collaborations and contemporary experience elements with the professionalism and trust expected in a financial services setting ensuring every enhancement feels purposeful and well-integrated

Distribution Partner Relationship Management:

• Build and maintain strong trusted relationships with distribution partners by deeply understanding their business models sales practices and client engagement needs within a regulated insurance environment
• Position Prestige & Supreme Centres as a strategic engagement platform that enables distribution partners to engage guests in professional compliant and effective financial discussions
• Anticipate and respond to partners evolving needs by aligning centre capabilities (e.g. space design service support scheduling guest flow) with their productivity business objectives and client servicing requirements
• Partner closely with distribution leadership to embed centres into the end-to-end sales and advisory journey driving stronger utilisation engagement quality and overall business impact
• Balance partner support with strong governance ensuring all guest interactions and environments uphold regulatory standards risk controls and brand integrity while consistently delivering a premium experience

Centre Performance and Operational Excellence

• Define and oversee the performance framework for Prestige & Supreme Centres including key metrics across experience utilisation and service delivery
• Lead resource planning and capacity management ensuring centres operate smoothly and are able to support partner engagement needs effectively
• Drive continuous improvement in service flow utilisation and operational consistency using data and insights to inform decisions
• Oversee centre operations through the team ensuring high standards across service delivery environment management and guest support
• Ensure appropriate oversight of financial handling security and operational controls maintaining a well-managed and compliant environment
• Uphold all requirements relating to regulation risk and data privacy integrating these seamlessly into the guest experience

Required Qualifications:

• University graduate with 1218 years of experience in customer service guest experience or service-led environments including leadership experience in managing teams and service performance
• Experience in enhancing customer-facing environments including exposure to experience curation partnerships or in-space collaborations that contribute to client engagement and brand perception
• Background in premium hospitality private members clubs airline lounges high-end retail or customer-facing environments would be advantageous
• Strong leadership capability with a proven ability to engage develop and lead high-performing teams while influencing stakeholders across different functions
• Experience working in structured or regulated environments with the ability to balance service excellence with professionalism and operational discipline
• Prior exposure to insurance or financial services is an advantage particularly in roles supporting client engagement advisory or distribution journeys
• Strong communication and interpersonal skills with fluency in Cantonese Mandarin and English

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well 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 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 .