Manager, Operations Excellence

Job description

This role is responsible for managing and delivering Day 2 insurance product features post-launch, ensuring continued operational effectiveness, regulatory compliance, and customer-centric enhancements. This role bridges Operations, Product, and Technology to support ongoing product changes, enhancements, issue resolution, and lifecycle management of complex life insurance products.

Position Responsibilities

Day 2 Product Feature Management

• Oversee ongoing management of insurance product features post-launch
• Manage enhancements, regulatory updates, and customer-driven feature updates
• Ensure operational feasibility and compliance of product changes
• Maintain strong understanding of product logic and dependencies

Change & Enhancement Delivery

• Lead requirement gathering and impact analysis Coordinate User Acceptance Testing (UAT) and implementation Minimise operational disruption during changes Prioritise enhancements based on risk and business value

Production Issue & Defect Management

• Oversee resolution of production issues and defects
• Perform root cause analysis and implement fixes
• Monitor recurring issues and drive prevention
• Ensure effective stakeholder communication

Stakeholder Management & Collaboration

• Collaborate with Product, Technology, Risk, Compliance, and Operations teams Represent Operations in governance forums
• Provide operational insights and risk assessments

Continuous Improvement & Innovation

• Drive process improvement and automation Enhance customer experience and operational efficiency
• Support digital transformation initiatives Required Qualifications: Bachelor’s degree in relevant discipline; Minimal of 10 years of experience in life insurance operations, product management, or change delivery; Strong experience in Day 2 product management.

Key Competencies

Product knowledge Project management Analytical skills Stakeholder management Attention to detail When you join our team: We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. 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 [email protected] .

Working Arrangement Hybrid