Director, Asia Operations Excellence
HybridHong Kong, Hong Kong
Job Summary
Support the Head of Operations Excellence in defining operational standards, streamlining core processes, and embedding continuous improvement across Manulife's Asian market using Lean Six Sigma and automation tools like PowerApps and AI. Conduct in-depth reviews of end-to-end processes such as underwriting, policy administration, and claims to identify inefficiencies and boost cost-effectiveness while ensuring regional consistency. Collaborate with transformation teams to deliver operational designs, analytics, and best-practice recommendations that enable outstanding client service and stable long-term growth. Assist in shaping the operations excellence strategy, implementing governance structures, and directing the adoption of digital platforms to enhance Straight-Through Processing. Provide coaching to local leadership, manage multi-market transformation projects, and support monthly reporting to regional and global partners.
Required Qualifications
- At least 8-10 years in operations, process excellence, or a similar leadership capacity within insurance or financial services
- Lean Six Sigma Black Belt
- 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
- 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
Desired Qualifications
- A master's degree in Business, Operations Management, or a related field
- additional credentials (e.g., PMP, Agile)
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