Senior Manager, Business & Process Transformation

This is an opportunity to lead complex business and process transformation initiatives across Manulife Singapores key bancassurance partnerships. You will work at the intersection of strategy operations and transformation redesigning customer journeys business processes operating models and ways of working to improve customer outcomes and business performance. Partnering with stakeholders across the organization and bank partners you will translate strategic priorities into practical scalable solutions that drive measurable commercial operational and customer impact. This role offers exposure to senior stakeholders and the opportunity to shape the future of Manulifes bancassurance business.

Position Responsibilities:

• Lead end-to-end redesign of complex bancassurance processes across customer frontline and operational journeys.
• Identify process gaps inefficiencies and control issues and develop future-state solutions that improve customer and business outcomes.
• Apply structured problem-solving process-improvement and transformation methodologies to address complex business challenges.
• Design future operating models service models governance structures decision rights and cross-functional workflows.
• Clarify ownership accountability and hand-offs across Manulife bank partners and supporting functions.
• Lead assigned transformation initiatives from definition and design through implementation and adoption.
• Establish clear outcomes scope milestones dependencies risks and delivery plans for transformation initiatives.
• Coordinate cross-functional delivery across Product Distribution Operations Underwriting Digital Technology Risk Compliance and other key stakeholders.
• Assess the impact of transformation initiatives on people processes controls and operating practices.
• Develop and execute business readiness stakeholder engagement communication and adoption plans.
• Monitor implementation progress and adoption outcomes addressing barriers to successful realization of benefits.
• Maintain governance reporting and accountability for assigned initiatives.
• Define and track commercial customer operational and control outcomes.
• Escalate material risks issues and key decisions to senior stakeholders as appropriate.
• Capture lessons learned and contribute to the development of reusable transformation methodologies tools and frameworks.

Required Qualifications:

• Significant experience in management consulting business transformation process improvement operating model design or complex programme delivery.
• Demonstrated experience leading cross-functional transformation initiatives from problem definition through implementation.
• Strong capability in process redesign operating-model development structured problem-solving and business transformation.
• Proven ability to influence stakeholders and coordinate delivery across complex organizational and partnership environments.
• Strong analytical project-management and executive communication skills.
• Experience managing multiple stakeholders and competing priorities in a fast-paced environment.
• Bachelors degree.

Preferred Experience:

• Experience in bancassurance banking insurance wealth management or broader financial services.
• Understanding of customer frontline servicing and operational processes within financial services organizations.
• Management consulting experience at Senior Associate Consultant Manager or equivalent level.
• Experience in customer journey redesign operational excellence or business process transformation.
• Familiarity with Agile delivery Product Owner practices Lean methodologies or process-improvement frameworks.
• Relevant postgraduate qualification.
• Certifications such as Agile Product Owner Scrum Lean Six Sigma PMP or change-management qualifications.

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 .