Chief Operations Officer , Philippines

Responsibilities

Transform the Operations Team and Customer Experience

• Lead the transformation of the Operations team by transforming the ownership of the customer experience in the Search/Buy, Manage & Review and Claims episodes.
• Leverage new ways of working under the Customer Experience transformation to deliver greater adoption of the digital tools provided as part of the technology transformation towards micro services.
• In the Search/Buy, improve the adoption of E submission via E-POS, use of the auto underwriting engine, first premium digital payment and e contract.
• In Manage & Review, implement further improvements to the minimum viable products of the CRM.
• Improve workforce management capabilities of the contact center
• Deliver CWS and increase the usage of digital servicing with end-to-end capabilities.
• In cross episodic capabilities, increase the use of digital renewal premiums while reducing the cost of transactions.
• Improve messaging capabilities to enable customers better understanding of where they are in our processes.
• Leverage capabilities that have been made available regionally such as document portal, communications servers etc.
• Improve the squad and sprint efficacy by leveraging on agile capabilities.
• Work with the regional CXT team to deepen the practice of Agile
• Lead and drive the operational strategies and performance of Manulife country to ensure delivery of an optimum model that supports the organization's strategic aspirations and on-going quality BAU
• As a key member on the management teams of Manulife country, give strategic direction to the in-country operations and delivery teams and take ownership in implementing projects on time, budget and quality; and formulate a strategic platform to sustain the organization's future development

Transform the Business as Usual Focus on Performance

• Cascade performance metrics to all levels of the Operations organization
• Set goals that are linked between the front line of the organization and those of the enterprise
• Transform the performance mindset of every Operations staff towards visible performance and daily performance dialogues.
• Set in place a culture of team work, collaboration and continuous improvement. Ensure that the culture of performance transparency is matched with a culture of celebrating success and of helping the poorer performers achieve their best.
• Transform leadership mindset among Operations managers and cultivate leaders who can to motivate their staff as coaches.
• Improve employee engagement through the team’s self-motivation and empower them to resolve issues within their day to day interactions.

Strategy & Planning (Business, Technology and Digitization)

• Drive the strategic pillar of expense efficiency to achieve business growth, profitability, operating targets and maximize shareholder value.  Focus on streamlining operations and improving efficiency through the close coordination and collaboration between IT, Project Delivery and Operations teams
• Act as a senior member of the strategic project including taking lead in business transformation role on a strategic project including corporate restructuring initiatives, and risk management projects. 

Process, Policy and Procedures

• Ensure appropriate governance framework of Operations is in place within the organization and observed to maintain compliance to the group/ regulator's governance
• Provide regional and country management with timely and relevant information with management views on areas of responsibility, including regular management reports on progress against plans and budgets, quality, risks, issues and on key performance indicators
• Establish contractual servicing where appropriate to allow portfolio delivery to be achieved in alignment with financial budgets and procurement policies    

Operations Management

• Oversee the progress of initiatives and overall programs towards delivering Manulife business benefits, providing strategic leadership and decision making to achieve the company-wide benefits

Requirements

• Bachelor’s degree in business administration, Management or related field
• 15+ years Operations and/or IS experience in the life insurance industry
• Proven leadership and people management track record
• Ability to use influencing skills effectively in a complex joint-venture environment
• Ability to provide sound advice which balances short and long term growth objectives to produce optimal results
• Excellent presentation and communication skills
• Proficiency in both Tagalog and English preferred

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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 [email protected].