The Experience Lead is accountable to drive and deliver the newly defined Target Operating Model (TOM) to Manulife Vietnam and be responsible to oversee the transformation under the value stream. He or she are also accountable to provide guidance to the teams as well as recommendations to business stakeholders on the most efficient use of resources to obtain positive and measurable results.
 

On the job you will

• Lead the team of process improvement specialists to identify various operation opportunities using different toolsets (Lean, HCD), deliver using Agile approach and implement optimized processes to cut waste
• As a change lead in the organization challenge the status quo, influence the ways of working and others to drive customer first mindset as well as a continuous improvement culture
• Be a strong influence person in the organization to change the working culture and mindset and turn Manulife into a lean organization with strong collaboration culture
• Responsible to assess the current state model, operating structure and various process to identify waste and opportunities to improve overall efficiency by using different frameworks and best practices
• Responsible to organize workshops or working groups to focus on operations and process improvement; develop value stream maps of the current state and future state with analyzed data that enables fact-based decisions
• Collaborate with BUs to develop performance metrics, measurements, methods and targets and ensure their on-going sustainability 
• Provide and/or source voice-of-customers (VOC) or respective customer insights to ensure changes are going to meet our customer’s needs.

We are looking for someone with: 

• University degree
• Excellent communication skills (written and oral) – English & Vietnamese
• Proven experience of project / change / transformation / delivery / product management
• Result oriented, Strategic and customer centric mindset
• Analytical and critical thinking
• Stakeholder and conflict management experience

Nice to Have: 

Experience in life insurance industry is preferred

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 recruitment@manulife.com.

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