Operations Director

6 days ago

Quezon City, National Capital Region, Philippines Manulife Full time
Overview

Position: Operations Director at Manulife

The role is accountable for strategically leading the Insurance Services Operations within Manulife Business Processing Services ("MBPS"). The role will report locally to the MBPS management and will work closely with the global functional leaders to drive the day-to-day processing and on-going transformations to meet or exceed operational targets.

Responsibilities
  • Lead the day-to-day business relationships and oversee services across plan implementation, policy administration, financial services and claims processing, with a strong track record in global cross-functional collaboration.
  • Quickly escalate and resolve operational service issues to maintain seamless service delivery.
  • Integrate work across teams, ensuring output meets service level agreements and exceeds quality standards.
  • Develop and execute procedures and policies, ensuring proper implementation by subordinate teams.
  • Enhance service capability by leveraging expertise in operational excellence and drive key transformation strategies.
  • Build credibility and professional relationships with business partners and customers, ensuring customer-centered outcomes.
  • Manage and develop team capabilities, including hiring, performance management, and adherence to governance and operating standards.
  • Partner and execute function, business unit, segment and organizational strategies.
  • Lead transformation initiatives to improve scalability, digitization and customer experience.
  • Lead and develop high-performing teams across multiple functions.
  • Foster a culture of accountability, innovation and customer-centricity.
  • Collaborate with compliance and audit teams to identify risks, existing controls, and implement corrective actions as needed.
Qualifications
  • 8-10 years of progressive Leadership experience in BPO/SS environment - proven track record of managing and optimizing large-scale operations with a focus on efficiency, quality, and cost-effectiveness.
  • Strong Stakeholder Partnership - Ability to build and maintain business relations with internal and external stakeholders with diverse cultural background
  • Skilled in influencing and negotiating to achieve desired outcomes and support strategic goals
  • Transformation Mindset - Experience in driving business transformation initiatives, including process automation, technology implementation, and organizational change.
Preferred Requirements
  • Background in Insurance
  • Leading large teams
  • Office 365/Power Apps/Power BI
Working Arrangement

Hybrid

About Manulife

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.

Equal Opportunity Employer

Manulife is an Equal Opportunity Employer. We embrace diversity and strive to attract, develop and retain a workforce that is diverse and inclusive. We are committed to fair recruitment, retention, advancement and compensation, and we administer all practices without discrimination as required by law. For accommodations in the application process, contact recruitment@manulife.com.


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