Director - Operations Excellence Implementation & AI Solutions

The Director, Operations Excellence Implementation is responsible for bringing Operations Excellence ideas to life by translating post–process mapping insights and identified opportunities into deployed, AI-enabled, and scalable solutions across Asia.

This role is execution-focused and sits below Head of Operations Excellence, with accountability for solution design, rapid AI prototyping, and oversight of offshore IT implementation. The role ensures that strategic improvement ideas move rapidly from concept to production, delivering measurable operational outcomes.

Position Responsibilities:

1. From Opportunity Identification to Delivered Solution

• Take improvement opportunities identified through process mapping, diagnostics, and value stream analysis and convert them into executable solution designs and delivery plans.
• Develop clear problem statements, solution concepts, functional requirements, and implementation roadmaps.
• Ensure solutions are pragmatic, scalable, compliant, and aligned with Asia and global standards.

2. AI-Enabled Solution Design & Rapid Prototyping

• Stay abreast of the latest AI technologies and apply them to create operational apps, tools, and solutions (must-have capability).
• Use AI, automation, and low-code/no-code platforms and working closely with technology team to rapidly prototype and validate solutions, accelerating time to value.
• Apply a “vibe coding” mindset to build and refine:
  • AI-assisted workflows and process copilots
  • Intelligent document processing solutions
  • Exception handling and decision-support tools
  • Operational dashboards and productivity enablers

3. Offshore IT & Vendor Oversight

• Act as the business solution owner for offshore IT teams and technology vendors.
• Translate business requirements into clear user stories, technical briefs, and acceptance criteria.
• Oversee development, testing, deployment, and early-life support to ensure stability and business value realization.

4. Implementation, Communication & Change Execution

• Drive end-to-end solution implementation including pilots, rollouts, and transition to BAU.
• Work closely with country operations to ensure adoption and integration into day-to-day processes.
• Communicate effectively across business and technology stakeholders, bridging technical and non-technical audiences (must-have capability).

5. Benefits Tracking & Continuous Improvement

• Track solution performance against expected benefits (cost, productivity, quality, customer experience).
• Identify opportunities for enhancement and reuse across markets.

Feed insights and lessons learned back into the Operations Excellence pipeline

Required Qualifications

• Bachelor’s degree in Computer Science (preferred), Engineering, Information Systems, or related discipline
• Advanced degree (MBA, Analytics, AI, or Operations-related) is an advantage
• 5–10 years of relevant experience in operations excellence, digital transformation, automation, AI-enabled solutions, or implementation roles
• Practical experience in turning concepts into deployed solutions, not just analysis
• Background within financial services, insurance, or complex regulated environments is highly preferred

Must Haves:

• Strong communicator, able to clearly articulate ideas, solutions, and trade-offs to senior leaders, operations teams, and IT partners.
• Hands-on experience with AI technologies, including applying the latest AI tools to create operational apps or solutions.
• Solid understanding of operations processes and how technology enables simplification and efficiency.
• Ability to translate ideas into actionable execution.

Preferred Qualifications:

• Strong PowerPoint and storytelling skills to support executive-level communication.
• Project management skills, including managing timelines, dependencies, risks, and vendors.
• Experience working with offshore or distributed delivery teams.
• Exposure to Lean, automation, or digital transformation initiatives.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll 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 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].