Manager, Transformation Experience Lead

As part of Vietnam's strategy, the Customer Experience Transformation is driven through the Business Transformation Office (BTO). After the successful launch and mobilization of the Claims Value Stream, we are now embarking on an accelerated journey by supporting the Value Stream and related stakeholders with an Experience Lead.

The Claims Experience Lead is a key role that drives scaling and maturing of the subsequent work that comes under Claims VS change portfolio. The Experience Lead acts as a “Chief of staff” to the Value Stream (Experience) Owner and delivers value by supporting all value stream activities to achieve its targets.

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: 

• 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 Haves: 

Experience in life insurance industry is preferred

On the job you will: 

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.

• 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 for 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.

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.