The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Digital Lead, Claims Transformation with the resources to solve critical problems for the future of our business, which is why we need you.  

As a Digital Lead, Claims Transformation, you will oversee, manage and coordinate large health & claims-related business initiatives to identify, document, analyze and provide solutions related to complex process, quality, and/or service improvement to deliver significant operational and financial benefit. Business initiatives may also include implementations of new technologies. Supervise Business Process Improvement Managers and Specialists and lead process improvement projects ranging up to large scale projects.

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 mindset 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 

We are looking for someone with: 

• Bachelor's Degree in Business Administration / Information Technology or related field

• Master’s degree and industry designations

• 10+ years of financial services/insurance industry experience

• Proven leadership skills; ability to effectively influence and negotiate with internal and external parties

• Excellent understanding of claims operational processes and supporting systems of systems and databases, tracking systems and customer services systems

• Excellent interpersonal skills required for timely resolution of inquiries and issues within guidelines and operational requirements in an environment where processes are being established and consolidated.

• Experience in managing a team within an evolving and dynamic area

• Excellent verbal and written communication skills to communicate in both meetings and written reports concisely and clearly

• Fluent in English and Cantonese and preferably Mandarin

• Strong analytical skills & project management skills

• Experience running projects in both Agile and Waterfall approach

• Familiar with Agile tools such as JURA

• Ability to make well balanced decisions; ability to balance quality and cost decision

On the job you will: 

• Lead a matrix-based team of business solutions architect, scrum master, pillar IT/BA/tester, subject matter experts (i.e., Controller, Legal), and cross-functional partners that are typically project managers and directors

• Report to Head of Claims to define roadmap, manage the scope, requirements, and implementation of projects

• Ensure that assigned projects are completed within budget and schedules while meeting client and business objectives

• Prepare / support project documents (i.e. ODF), build business case together with Business and Executive Sponsor(s)

• Present project case in both local and regional project committee

• Identify resource needs for projects and establish roles, expectations, and goals with team members

• Develop strong relationships across departments

• Drive projects and initiatives focused on value added services, quality improvement, and/or process efficiencies

• Stay current with market and industry trends as well as processing system enhancements

• Other duties as assigned Shared Responsibilities:

  • Act as a key contact in project and department meetings

  • Development, proposal, and execution of global departmental goals and strategy Job

 Our commitment to you

• Our mission; to be a part of making Decisions Easier and Lives Better

• A leadership team dedicated to your growth and success 

• A bold ambition and set of goals to be a leader in driving transformation in our industry 

• Our best. Every day. 

Learn more about opportunities with us at www.manulife.com/en/careers/why-join-us.html

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].

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