Head of Operations Strategy

Role Overview

The Operations Strategy Delivery lead is responsible for shaping, governing, and executing the strategic agenda for the Operations function. The role connects planning with delivery by using analytics, emerging technologies, and business insight to support transformation efforts, improve decisions, and strengthen operational performance.

Working closely with local and regional stakeholders, this position helps ensure that operational initiatives stay aligned with business objectives. It is focused on turning strategy into measurable action, improving processes continuously, and supporting the organization’s long-term competitive position.

Strategy Development and Execution

• Own the full Operations strategic planning cycle, including the annual plan, quarterly updates, and alignment to company objectives and business priorities.
• Build and drive the operational strategy roadmap, including governance structures, performance measures, and tracking systems that support disciplined delivery; prepare executive presentations, reports, and decision papers for leadership discussions.
• Assess new strategic proposals, lead prioritization, define KPIs, evaluate options, and make sure the resulting initiatives create measurable value.

Distribution Partner Initiative Delivery

• Facilitate recurring monthly engagement with key distribution partners such as DBS, MFA, and MAG, capturing pain points, prioritizing issues, and progressing initiatives that address them.
• Ensure that frontline requirements are translated into workable backend operational solutions.
• Coordinate with Operations HODs, Technology, Compliance, and other stakeholders to assign ownership, agree timelines, and drive delivery of approved initiatives.

Strategic Reporting and Monitoring

• Use robust reporting frameworks and analytics dashboards to monitor strategic programs and operational performance in real time.
• Define scheduled and ad hoc reporting needs to track operational results, strategic progress, and transformation efforts.
• Spot risks early and surface opportunities or issues based on insights from reporting.

Stakeholder Engagement and Communication

• Serve as a trusted advisor to Operations and Business senior leaders by offering strategic guidance and performance insights.
• Work with local, regional, and cross-functional teams including Finance, IT, and Distribution to align analytics with strategic priorities.
• Develop compelling presentations and reports for executive audiences, translating detailed data into clear, concise insights.
• Train stakeholders on how to read, interpret, and apply dashboards, reports, and analytical tools.

Process Optimization and Innovation

• Apply knowledge of insurance technology and process innovation to challenge existing approaches and partner with Technology on solutions for the business and distribution partners.
• Promote adoption of new processes and tools across Operations.
• Stay current on how AI initiatives are affecting the insurance sector and use that understanding in the role.

Qualifications

This position requires a bachelor’s degree in business, Finance, Data Analytics, Actuarial Science, or a closely related discipline, along with more than 10 years of experience in financial services. Experience in life insurance and banking is preferred. The background should include transformation work, insurance technology, process improvement, and decisions driven by data.

Technical Skills

Advanced proficiency in PowerPoint, Excel, and Word is needed to build executive-ready presentations, analyze data, and produce high-impact reports. Strong analytical ability is also required to convert large datasets into practical strategic recommendations.

Soft Skills and Working Style

• Ability to think strategically and translate analysis into long-term initiatives, delivery plans, and measurable outcomes.
• Strong understanding of how operating processes influence business results and customer experience.
• Capability to lead through influence in a matrix environment without direct reporting authority.
• Excellent verbal and written communication skills, with the ability to explain complex topics clearly and persuasively.
• Structured problem-solving and research skills for identifying issues and developing well-grounded recommendations.
• Comfort working in a fast-moving environment with incomplete information and shifting priorities.
• High attention to detail and a strong commitment to accuracy in materials prepared for senior stakeholders.
• Persistence, collaboration, and a results-oriented mindset.

Personal Attributes

• Self-driven, proactive, and able to take ownership with a strong sense of urgency.
• Collaborative team player who works effectively across functions.
• Adaptable and comfortable in ambiguous, rapidly changing environments.

What the Employer Offers

• Support to learn and grow your career.
• A flexible environment that values well-being and inclusion.
• Opportunity to be part of a global team shaping the future.

About the Company

Manulife Financial Corporation is an international financial services company that helps people make better decisions and improve their lives. The company is committed to diversity, equal opportunity, fair recruitment, and an inclusive workplace. Reasonable accommodations may be requested during the hiring process, and requests will be handled in line with applicable laws and company policy.

Working Arrangement

The role follows a hybrid working arrangement.