Business Transformation Lead (12 months contract)

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

This is a key role within the transformation department to support the Head of Operations Transformation drive transformation across our Asia markets. The role will focus primarily on coaching and supporting markets deploying the TOM using the CXT techniques and tools to deliver significant and sustainable improvement in the efficiency, scalability and performance initially focusing on Contact Centers in HK & JP markets and the mobilization of the MOVE contact centre for HK, followed by all key operations, administration and support function activities within Asia Operations.

Role & Responsibilities:

• Work with HK & JP markets to shape the future direction of the Customer contact Centre & complaints teams
• Introduce a contact Centre performance management system against quantitative and qualitative metrics
• A proven ability to research, problem solve &, self-manage in relation to time and priority and produce written reports
•  Adapt to changing needs within the challenges of transformation, thinking laterally presenting innovative and feasible solutions
•  Make decisions autonomously
•  Quality minded with a flexible and positive approach to tasks
•  Build and maintain an effective teams
•  Ability to build and manage effective relationships with stakeholders
•  Contribute and influence key service delivery issues through exchange, in writing, of wide ranging information and submission of complex reports.
•  Coordinate groups and support people working together
•  Deliver customer focus and improvement throughout the organization.
•  Manage effective budgets/resources and enforce proper financial controls, showing sound business judgement
•  Work at a senior level and form good working relationships at all levels elected members and partners
• Provides expert advice and coaching to Market leads and initiative teams to ensure CXT best-practice execution
• Ensures Market is tracking on progress and raises potential red flags
• Incorporate a proactive and innovative solution to addressing business challenges and achieving organizational goals and objectives
• Integrates how the big picture of the initiatives comes together from definition through implementation on implications across the business
• Challenge the status quo and champion the new WOW
• Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving.
• Facilitating getting the work done without coercion, assigning, or dictating the work.
• Facilitating discussion, decision making, and conflict resolution
• Assisting with internal and external communication, improving transparency, and radiating information analyzed data enabling fact based decisions
• Provide and/or source voice-of-customers (VOC) or respective customer insights to ensure changes are going to meet our customer’s needs.

Experiences and Qualifications:

• A lead who can work with different type of people and motivate the team and boost up energy level
• Desired to have Operations and/or Contact Centre experience
• Experience and knowledge of process improvement and reengineering
• Demonstrated ability to communicate effectively, both written and verbal.
• Ability to learn, to explain ideas, and to document outcomes
• Good relationship management and teaming skills
• Good and creative problem solving and analytical skills
• Ability to influence others and move toward a common vision or goal.
• Flexible and adaptable; able to work in an ambiguous environment.
• Resilient and tenacious with a propensity to persevere
• Forward thinking with a holistic approach.
• A disciplined thinker with an ability to challenge the status quo.
• Able to anticipate issues and think proactively to resolve issues and risks.
• Desired Lean or Agile qualifications and/or experience is an advantage

If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of September 30, 2019, we had over $1.2 trillion (US$881 billion) in assets under management and administration, and in the previous 12 months we made $29.8 billion in payments to our customers.

Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.