Strategic Process Manager

24 hours ago


Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time
Job Summary
A senior leadership role within the Manulife organization is available to oversee service and process development. The ideal candidate will possess strong strategic thinking, effective communication skills, and a proven track record of driving process improvements in high-pressure environments.

About Us
Manulife Financial Corporation is a leading international financial services group that helps individuals, groups, and institutions make informed decisions and build better lives through our financial advice, insurance, and wealth and asset management solutions. With operations across Asia, Canada, Europe, and the United States, we serve over 34 million customers and have more than 40,000 employees worldwide.

Key Responsibilities
The successful candidate will be responsible for:
- Developing and implementing service and process strategies that enhance customer experiences and drive business growth
- Collaborating with cross-functional teams to design and execute process improvements, eliminating redundant tasks, and promoting digital processes
- Recognizing customer needs and expectations to revamp contact center systems, focusing on customer experience and human-centered processes
- Designing customer journeys via IVR and Chatbot, optimizing self-serve functions, and promoting Straight Through Processing (STP)
- Employing data to identify improvement opportunities and establishing action plans for service and process transformation

Requirements
The ideal candidate will possess:
- A degree holder with at least 8 years of experience in financial institutions
- Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering
- Experience in the insurance industry and agency servicing is an advantage
- Strong interpersonal and critical reasoning skills to influence and coordinate with diverse teams
- Excellent presentation and communication skills to convey complex ideas to stakeholders in English and Cantonese

Benefits
This leadership position offers a competitive salary range of $120,000-$180,000 per annum, flexible work policies, professional development opportunities, and a comprehensive benefits package. As a valued member of our team, you will have access to ongoing learning and growth opportunities, a dynamic work environment, and the chance to make a meaningful impact in the financial services industry.

About Our Commitment
We are committed to creating a culture where everyone thrives. We lead with our values every day and bring them to life together. We foster an inclusive workplace where diversity, equity, and inclusion are core to everything we do. We strive to attract, develop, and retain a workforce that reflects the diversity of our customers and communities.

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