{"id":1213523,"url":"https://alion.io/job/manulife-manager-business-transformation","title":"Manager, Business Transformation","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":93,"open_postings":94,"ghost_share":0,"stale_share":0.234,"repost_share":0.064,"time_to_fill_p50_days":27,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hong Kong"],"countries":["HK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":124000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":8444},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T05:59:10Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-28T11:25:24Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"Join us as Manager, Business Transformation to lead meaningful initiatives that turn business priorities and operational needs into practical, scalable solutions.\nThe role advances our mission to deliver better customer and operational experiences by driving process improvement, service enhancement, automation, Gen AI, and digital innovation.\nYou will take end-to-end ownership of high-impact projects, work with diverse business and technology stakeholders, and influence management decision-making. This opportunity also provides broad exposure and the chance to strengthen your transformation leadership, innovation, and people-development capabilities.\nPosition Responsibilities:\nLead end-to-end delivery of transformation initiatives and business projects across customer service, agency servicing, and contact centre operations, ensuring delivery within scope, timeline, budget, and quality expectations.\nDrive process improvement, service enhancement, automation, Gen AI, and digital innovation by translating business needs into practical solutions and delivery roadmaps.\nPartner with business, operations, technology, and vendor teams to execute initiatives and proactively manage risks, issues, and dependencies.\nDevelop business cases, executive presentations, management updates, and recommendations to support governance and decision-making.\nLead stakeholder engagement, change management, communications, training, and adoption activities to ensure successful implementation and benefit realization.\nSupport BAU enhancements, system improvements, testing, and operational changes to improve customer and agency servicing outcomes.\nMonitor project performance, apply effective governance, and provide timely updates, risk escalation, and mitigation plans.\nCoach and develop team members, fostering accountability, collaboration, continuous improvement, and delivery excellence.\nRequired Qualifications:\nAt least 6 years of relevant experience in insurance, banking, or financial services, with exposure to business transformation, customer service, agency servicing, contact centre operations, project delivery, and digital initiatives.\nProven track record in delivering transformation initiatives across customer service, agency servicing, contact centres, customer experience, operational excellence, AI, or Gen AI-related domains.\nStrong project delivery, stakeholder management, governance, analytical, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.\nDemonstrated ability to lead cross-functional delivery across customer, agency, operations, technology, and business teams, influence stakeholders at all levels, manage vendors, and proactively mitigate risks and issues.\nExcellent written, verbal, and presentation skills, with experience developing business cases, executive presentations, and management reports.\nProven people leadership capability, with experience coaching and developing team members while fostering accountability, collaboration, and continuous improvement.\nSelf-motivated with sound judgment, strong ownership, and a results-oriented mindset.\nKnowledge of customer service, agency servicing, and contact centre technologies, such as CRM platforms, IVR/IVRS, Gen AI chatbots, digital servicing, and live chat solutions, is an advantage.\nHands-on experience with Power Platform, workflow automation, analytics tools, AI solutions, or customer and agency servicing technologies is highly desirable.\nProficiency in spoken and written English and Chinese, including Cantonese and Mandarin.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want. \nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. \nAs part of our global team, we’ll support you in shaping the future you want to see.\nAbout Manulife and John Hancock\nManulife 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.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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 .\nWorking Arrangement\nHybrid","description_format":"text","description_chars":5450,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-09-25T05:59:10Z"}],"visa":[],"liveness":{"score":41,"band":"fade","label":"Fading","p_open":1,"p_active":0.752,"p_room":0.55,"age_days":33,"expected_fill_days":27,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/manulife-manager-business-transformation","json_url":"https://alion.io/job/manulife-manager-business-transformation.json","meta":{"generated_at":"2026-10-28T13:58:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19005,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6650},"rest":"https://alion.io/mcp/rest/get_company?id=6650"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanulife-manager-business-transformation"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanulife-manager-business-transformation"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanulife-manager-business-transformation"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manulife-manager-business-transformation\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-manager-business-transformation"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1213523}},{"tool":"search_jobs","arguments":{"company":"manulife.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1213523},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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