Job Description

General Description
The Head of Servicing and Contact Centre Transformation is accountable for shaping and advancing end‑to‑end servicing and contact centre capabilities across Asia, spanning voice, digital, case management, straight‑through processing, and assisted and unassisted servicing journeys.

Partnering closely with the Head of Operations Innovation, Transformation and Performance, the role defines the future‑state servicing and contact centre blueprint for Asia and leads its evolution in line with customer & agent expectations and experience, regulatory requirements and business priorities. Accountability is for defining the capabilities required to deliver these outcomes and advising market servicing leaders and COOs on sustaining performance.

Working with market Operations teams and global and regional stakeholders, the role ensures servicing and contact centre journeys are clearly defined, prioritised and ready to be enabled by technology. Technology is addressed strictly from an Operations enablement perspective: shaping business needs, priorities and success measures, driving servicing excellence, supporting adoption and value realisation, and partnering closely with Functional Heads and Technology — without ownership of systems, platforms, engineeringarchitecture, infrastructure or technical design.

This is an executive Asia‑wide role requiring strong credibility with Country COOs, market servicing & contact centre leaders and global stakeholders, and the ability to lead change at scale across diverse, regulated environments.

Key responsibilities will include:
• Strategic Planning and Alignment

• Define and own a multi‑year Asia servicing and contact centre transformation roadmap.
• Translate global contact centre and Operations strategy, local regulatory expectations and customer insight into clear regional servicing and contact centre priorities and outcomes.
• Align Country COOs and servicing and contact centre leaders around a shared servicing and contact centre vision, operating principles and performance targets.
• Articulate the “what and why” of servicing change — outcomes, benefits, sequencing and success measures.

• Initiative Prioritization and Benefit Realization

• Partner with global and market Operations leaders to assess, prioritise and sequence servicing and contact centre initiatives across channels and journeys.
• Apply a customer‑ and value‑led lens to prioritisation, ensuring focus on material improvements to experience, efficiency, quality and control.
• Define expected benefits and success metrics upfront and track realisation through adoption and behavioural change in Operations.

• Servicing and Contact Centre Enablement

• Own the Operations definition of servicing and contact centre journeys and operating models that are to be enabled by technology.
• Define clear business needs, requirements and priorities for servicing enablement, grounded in operational reality and customer outcomes.
• Identify opportunities for straight‑through processing, automation and AI enablement from an Operations perspective, without specifying technical solutions.
• Sponsor pilots and initiatives from an Operations standpoint, focusing on readiness, adoption, controls and value realisation.
• Ensure Drive change management with Operations teams in order to ensure successful transition and benefits realization are prepared to absorb change and realise benefits once technology solutions are delivered by Technology partners.
• Partner with technology teams to provide strategic guidance on emerging contact center and servicing technologies such as AI-driven platforms, cloud-based solutions, and advanced analytics.

• Cross-Functional Collaboration and Stakeholder Engagement

• Act as a senior Operations advisor on servicing and contact centre transformation to Country COOs, market servicing and contact centre heads leaders and global contact centre forums.
• Partner closely with Technology, AI, Marketing, Distribution and regional/local Operations teams to align priorities, controls, funding and people impacts.
• Maintain strong connectivity with global contact centre and AI teams and regional transformation team and communities to share best practice and ensure consistency.

• Organizational Change and Capability Building

• Lead the change agenda for servicing and contact centre transformation across Asia.
• Design and deliver capability‑building programmes so markets can operate and continuously improve new servicing and contact centre transformation.
• Build communities of practice across servicing and contact centre innovation (voice, digital, case, end‑to‑end journey management).
• Role‑model customer‑centric, data‑driven and continuous‑improvement behaviours.

• Best Practices and Strategy Development

• Curate servicing and contact centre innovation best practices from across markets and the industry into practical Asia‑relevant guidance.
• Lead deep dives with markets to identify opportunities across omni‑channel servicing, case management and straight‑through processing.
• Partner with regional customer experience, operational excellence and technology teams to deliver regional strategy and automation standards.

• Coordination and Execution

• Assist country teams in coordinating with other regional functions to maintain execution discipline and speed.
• Review progress with country teams, addressing any delays and issues, providing support for remediation or escalation as needed.
• Review project progress and delivery expectations with countries, offering deep dives and suggestions to enhance straight-through processing with a focus on customer-driven outcomes.

• Support and Backup

• Provide support and backup to regional Operations, Innovation, Transformation, and Performance team
• Represent Head of Asia Operations, Innovation, Transformation, and Performance in re ss-Functional Collaboration: Work collaboratively with the operations transformation team, the global contact centre and AI teams, regional and local department heads and senior leadership to ensure alignment of servicing and contact centre transformation initiatives with overall business goals.

Individual Accountabilities:

• Strategic Planning: Develop and own the strategic roadmap for servicing and contact centre transformation
• Technology Implementation: Oversee the evaluation and adoption of new technologies that drive operational efficiencies.
• Value Realisation: Drive adoption and sustained benefits in customer experience, efficiency, quality and control.
• Team Development: Mentor and develop the market teams, fostering a culture of continuous learning and improvement.

Shared Accountabilities:

• Cross-Functional Collaboration: Work collaboratively with the operations transformation team, the global contact centre and AI teams, regional and local department heads and senior leadership to ensure alignment of servicing and contact centre transformation initiatives with overall business goals.

Problems / Challenges:

• Change management: Overcome resistance to new technologies or processes. Develop and implement effective change management strategies to ensure smooth transitions.
• Resource Constraints: Prioritize initiatives and manage limited resources, including budget, time, and personnel, to successfully execute transformation initiatives.
• Complexity: Manage the complexity and scope of large-scale transformation projects that may span multiple departments and functions.
• Alignment Across Departments: Ensure cross functional alignment and collaboration, address potential conflicts or misalignments that may arise during projects.

Qualifications/Education

• Minimum 12 years experience, including senior roles with proven leadership of servicing and/or contact centre transformation in large, regulated financial services environments.
• Demonstrated success in leading large-scale transitions from traditional call centers to digital, omnichannel contact center environments.
• Strong operating‑model capability across end‑to‑end servicing, not just channels.
• Demonstrated ability to lead Operations readiness, adoption and benefit realisation for technology‑enabled change.
• Strong familiarity with AI-based solutions, automation, and analytics tools to enhance customer engagement and simplify agent workflows.
• Skilled in influencing executives and managing cross-functional teams across culturally diverse, matrixed organizations.
• Exceptional communication skills for presenting transformation plans to varied audiences, from senior leadership to frontline teams.
• Bachelor’s degree in Business, Operations Management, or a related field (Master’s degree preferred).
• Proven track record integrating servicing and contact center platforms such as Amazon Connect, Genesys, or Salesforce, and using them to drive operational efficiency and better customer outcomes.

Personal and leadership competencies required include:
Energize

• Sees change as an opportunity – to learn, grow, and excel. Capitalizes on agility, adaptability, resiliency and an “always learning” growth mindset. Encourage curiosity, creativity, and establishes psychological safety and trust for the team to share freely test and learn.
• Role-models effective verbal and written communication, demonstrating poise, projecting authenticity and credibility.
• Inspires and connects with a range of audiences through storytelling, sharing personal experiences, and delivering meaningful messages aligned to the organization vision and strategy.
• Helps shape the image of the organization through influence and interaction with a wide range of internal and external audiences.
• Can navigate self and others through times of transformation, with excitement and enthusiasm.
• Looks for and champions new ways of working to enable easier, faster, more reliable experiences for our employees and customers.

Connect
Creates trust, embrace growth, and nurtures connections. Relies on team and collaborates with others to produce the outcomes our customers deserve. Removes silos to find the right person with the right skillset. Demonstrates tact and bravery to have the necessary difficult conversations to help people grow and excel. Rally people around a shared goal, to drive results for customers, colleagues, and shareholders.

• Fosters a spirit of teamwork and strategic partnership across the organization, bringing the organization together around a common purpose to advance business strategy.
• Enables leaders to build connections for their teams, connecting employees with other employees, experts or resources to foster collaboration and to produce superior outcomes.
• Promotes a positive and engaged work environment where continuous learning, coaching, and feedback are an integral part of the culture.
• Can effectively coach others and actively sponsors opportunities for leaders to build coaching and mentoring capabilities.
• Ensures that talent development is one of our strategic priorities and works with leaders to make the right talent investments to achieve our organizational objectives.

Excel
Accountable to both the company and their teams for meeting and exceeding expectations. Applies global industry trends to our customer solutions. Possesses superior business knowledge and understanding of our global business, and is also organized, clear on their priorities, and transparent in their actions with others. Can articulate the goal and the steps needed to get there, while also trusting people to do their jobs and empowering teams to make decisions to get things done.

• Creates a compelling vision and sets goals with longer-term objectives and implications for the organization in mind.
• Champions a results-oriented organizational culture and motivates others to strive for meaningful impacts for the organization.
• Utilizes business and technical knowledge to educate others and help them connect the dots between decisions, actions, and impact on business results and customer engagement.
• Translates understanding of the economic or business climate and the organization’s priorities to assist teams in structuring and prioritizing work.
• Fosters an environment where others are empowered to make effective decisions and takes action.
• Owns the outcome and will make difficult business and people decisions when required.
• Encourages open discussion for timely identification of risks, and coaches and models risk-aware behavior and ensures appropriate resources are in place to properly manage risks for my business/function and for the organization.

This Position Description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job classification.

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 hr@manulife.com

Hybrid