Senior Manager, Business & Process Transformation

About the role

Manulife Singapore is looking for a Senior Manager, Business & Process Transformation to lead complex transformation initiatives across its key bancassurance partnerships. The role sits at the intersection of strategy, operations and transformation, redesigning customer journeys, business processes, operating models and ways of working to improve customer outcomes and business performance. It involves partnering with stakeholders across the organization and bank partners, translating strategic priorities into practical, scalable solutions, and offers exposure to senior stakeholders.

Key responsibilities

• Lead end-to-end redesign of complex bancassurance processes across customer, frontline and operational journeys.
• Identify process gaps, inefficiencies and control issues and develop future-state solutions.
• Apply structured problem-solving, process-improvement and transformation methodologies to complex business challenges.
• Design future operating models, service models, governance structures, decision rights and cross-functional workflows.
• Clarify ownership, accountability and hand-offs across Manulife, bank partners and supporting functions.
• Lead transformation initiatives from definition and design through implementation and adoption, defining outcomes, scope, milestones, dependencies, risks and delivery plans.
• Coordinate delivery across Product, Distribution, Operations, Underwriting, Digital, Technology, Risk, Compliance and other stakeholders.
• Assess the impact of initiatives on people, processes, controls and operating practices, and develop business readiness, stakeholder engagement, communication and adoption plans.
• Maintain governance, reporting and accountability, define and track commercial, customer, operational and control outcomes, escalate material risks and issues, and capture lessons learned.

Required profile

• Bachelor's degree.
• Significant experience in management consulting, business transformation, process improvement, operating model design or complex programme delivery.
• Demonstrated experience leading cross-functional transformation initiatives from problem definition through implementation.
• Proven ability to influence stakeholders and coordinate delivery across complex organizational and partnership environments.
• Preferred: experience in bancassurance, banking, insurance, wealth management or financial services; management consulting at Senior Associate, Consultant, Manager or equivalent level; customer journey redesign, operational excellence or business process transformation experience; relevant postgraduate qualification.

Required skills

• Process redesign, operating-model development and structured problem-solving.
• Strong analytical, project-management and executive communication skills.
• Preferred: familiarity with Agile delivery, Product Owner practices, Lean methodologies or process-improvement frameworks; certifications such as Agile Product Owner, Scrum, Lean Six Sigma, PMP or change-management qualifications.

The working arrangement is hybrid. Manulife describes itself as an Equal Opportunity Employer and states that well-being and inclusion are supported in a flexible environment.