Asia Contact Centre Capability Development Consultant

The successful candidate will partner closely with the Head of Operations Innovation, Transformation and Performance to deliver against Asia and Global Operations contact centre transformation strategies across all markets. The Lead will collaborate with Global Contact Centre teams, Country COOs, Country Heads of contact centre as well as technology, regional partners, marketing, distribution etc., as needed. 

Position Responsibilities:

• Strategic Planning and Alignment

  • Define a multi-year transformation roadmap for Asian contact centers, ensuring alignment with global objectives and local market requirements.

  • Collaborate with global and regional executives to identify key priorities, validate targets, and secure endorsement for strategic initiatives.

• Initiative Prioritization and Benefit Realization

  • Partner with global and market operations leaders to assess the feasibility, impact, and resource requirements of proposed transformation programs.

  • Propose adjustments to roadmap and initiatives as necessary to respond to shifting business needs, regulatory changes, and resource availability.

• Technology Integration and Innovation

  • Partner with technology teams to provide strategic guidance on emerging contact center technologies such as AI-driven platforms, cloud-based solutions, and advanced analytics.

  • Leverage experience with platforms like Amazon Connect, Genesys, and Salesforce to advise on adoption strategies and best-fit solutions for different markets.

  • Oversee proof-of-concepts, testing, and cross-market rollouts while minimizing disruption to ongoing operations.

• Cross-Functional Collaboration and Stakeholder Engagement

  • Act as a senior advisor on contact centre to local leadership, offering transformation expertise and strategic insights to address unique local market challenges.

  • Coordinate with IT, Finance, local Operations, and other functional areas to ensure alignment of budgets, timelines, and objectives.

  • Maintain communication channels with global contact centre and regional transformation and innovation teams, encouraging knowledge sharing and consistent application of best practices.

• Organizational Change and Capability Building

  • Lead contact centre change management strategies, including stakeholder engagement, communication, and training programs, to ensure widespread adoption of new solutions.

  • Develop and manage capability-building initiatives, ensuring market teams are equipped to manage transformation post-implementation and sustain continuous improvement.

• Best Practices and Strategy Development

  • Guide country teams on contact centre transformation best practices from other markets.

  • Collaborate with country teams on deep dives, providing thought leadership and best practice experiences from other markets.

  • Develop strategies and support execution tracking of initiatives to enhance customer experience and servicing efficiencies.

  • Partner with regional customer experience 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 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

Required Qualifications:

• Minimum of 12 years in senior roles focused on contact center transformation, strategic initiatives, or related functions within financial services or insurance.

• Demonstrated success in leading large-scale transitions from traditional call centers to digital, omnichannel contact center environments.

• Bachelor’s degree in Business, Operations Management, or a related field (Master’s degree preferred).

• Proven track record integrating contact center platforms such as Amazon Connect, Genesys, or Salesforce, and using them to drive operational efficiency and better customer outcomes.

• 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.

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].

Hybrid