Associate Director Senior Manager, Policy Administration

The incumbent will be responsible to drive the transformation of Group Insurance operations through the design and implementation of a new Policy Administration System (PAS). This role will be instrumental in shaping future-state business processes defining system requirements and ensure seamless operational readiness and aligning with the company health strategy and ambition.

Your contributions will be essential in ensuring service quality and achieving excellence in customer and distribution support.

Position Responsibilities:

• Assist the Team Lead to design and implement future-state business operation models aligned with company strategy.

• Drive the design of new administrative workflows and process steps to support the implementation of the new PAS through the discovery of the as-it business processes.

• Collaborate with cross-functional teams to define and validate user requirements and system specifications.

• Ensuring that business needs with potential opportunities are accurately translated into system functionalities

• Partner with Business Analysts and IT teams to co-develop detailed PAS requirements and ensure alignment with business objectives.

• Support the creation of data mapping dictionaries provide input on data cleansing strategies and assist in managing data exceptions.

• Contribute to the development of test case scenarios.

• Provide feedback to ensure the system supports intuitive efficient and accurate processing flows.

• Ensure clear and quality customer/agent facing correspondence developed in the new PAS workflows

• Prepare updated policy administration procedures aligned with new system workflows.

• Design and deliver training programs to equip both Hong Kong and offshore GLH administration teams for successful system adoption.

• Support change management efforts to ensure a smooth transition.

• Serve as the domain expert in policy administration to continue operation enhancement and uplift efficiency after the new PAS implementation.

• Ensure the payment collection / disbursement / account reconciliation / AML Control integrated in the new system

• Ensure the connectivity and integration between the new system and Payment System Bridger and AML Manager

Required Qualifications:

• Bachelors Degree preferably in a business-related field

• 10 years or more industry experience in Policy Admin Servicing with experience in running business projects or BA / IT being an advantage.

• Decisive able to work independently and demonstrated ability to prioritize and manage time effectively in a multi-tasking environment.

• Ability to maintain and build relationships with internal teams.

• Good communication and presentation skills.

• Fluent in Mandarin and English.

• High proficiency in reading and writing English and Chinese.

• Strong sense of ownership and attention to detail.

• Customer-oriented.

• Good PC skills including MS Word Excel and PowerPoint.

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 .