Head of Operations Strategy

The Operations Strategy Delivery role plays a pivotal role in driving the development, governance, and execution of the Operations Department’s strategic priorities. This role bridges operational strategy with execution by leveraging data analytics, emerging technology and business insights to facilitate transformation initiatives and enhance decision-making and operational efficiency.

Working cross-functionally with local and regional teams, the lead ensures alignment between operational goals and initiatives. With a strong focus on delivering actionable insights and continuously improving operational processes, this position is vital for achieving the organization's long-term goals and maintaining a competitive advantage.

Position Responsibilities:

Strategy Development & Execution

• Leads the end-to-end Operations Strategic Planning process, including annual planning, quarterly refresh, and alignment to organizational objectives and business priorities.
• Leads the development and operationalization of the Operations strategic plan, establishing clear governance, performance metrics, and tracking mechanisms to ensure disciplined execution and delivery of strategic outcomes; prepares and delivers executive-level presentations, reports and decision papers for leadership forums.
• Evaluates new strategic initiatives, drives prioritisation process, define KPIs, assess options for decision-making, and ensure strategic goals deliver measurable benefits.

Distribution Partners Initiative Delivery

• Lead and facilitate structured engagement (monthly catch ups) with key distribution partners: DBS, MFA and MAG. Documenting pain points, running prioritization and driving resulting key initiatives to resolve them.
• Drive alignment between frontline requirements and backend operational capabilities.
• Work across Operations HODs, Technology, Compliance and other stakeholders to facilitate clear ownership, timelines and delivery of the agreed initiatives.

Strategic Reporting & Monitoring

• Works with best-in-class reporting frameworks and analytics dashboards to leverage real-time tracking of strategic initiatives and operational performance.

• Specifies regular and ad-hoc reports to monitor operational performance, strategic progress, and transformation initiatives.
• Identify risks and proactively highlight challenges/opportunities based on reporting insights.

Stakeholder Engagement & Communication

• Act as a trusted advisor to Operations and Business Senior Management, providing insights and guidance on strategic planning and business performance.

• Collaborate with local, regional, and cross-functional teams (Finance, IT, Distribution, etc.) to align data analytics with strategic goals.
• Create impactful presentations and reports for executive leadership, translating complex data into concise and meaningful insights.
• Provide training and support to stakeholders on how to interpret and leverage dashboards, reports, and analytics tools.

Process Optimization & Innovation

• Leverage broader insurance technology and process innovation knowledge to challenge the status quo and partner with Technology in providing innovative solutions for our business and distribution partners.
• Drive adoption and embedding of new processes and tools across Operations.
• Up to date in understanding the impact of AI initiatives in the insurance sector and being able to leverage this knowledge.

Required Qualifications:

• Bachelor’s degree in business, Finance, Data Analytics, Actuarial Science, or related field.

• 10 years+ of relevant experience in financial services (life insurance industry and banking preferred), with a strong background in transformation, insurance technology, process improvement and data-driven decision-making.

Technical Skills

• Expertise in PowerPoint, Excel, and Word with the ability to create executive-level presentations, perform data analysis, and generate impactful reports.

• Strong analytical skills with the ability to translate large datasets into strategic recommendations and actionable insights.

Soft Skills

• Strategic Thinking & Execution: Ability to improve business outcomes through structured analysis and recommendation of long-term strategic initiatives, translating into clear delivery plans and realized outcomes.

• Business & Operational Acumen: Deep understanding of how operational processes drive business performance and customer outcomes.

• Leadership & Influence: Ability to lead through influence in a matrix environment without direct authority.

• Strong Communication: Excellent verbal and written communication skills to convey complex information clearly, succinctly, and persuasively.

• Problem-Solving & Research: Logical approach to identifying issues, synthesizing insights, and developing sound recommendations.

• Change Management & Adaptability: Comfortable working in a fast-paced environment with incomplete information, managing evolving priorities and driving projects forward with initiative and urgency.

• Attention to Detail: High level of attention to detail, ensuring the highest quality and accuracy of deliverables for senior management and/or stakeholders' review.

• Perseverance & Collaboration: Strong work ethic, persistence in overcoming challenges, and a results-driven mindset.

Personal Attributes

• Initiative and Drive: Self-starter with a strong sense of ownership and urgency.

• Team Player: Collaborative mindset, effectively working within and across teams.

• Adaptability: Comfortable working in ambiguous and rapidly changing environments.

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].