The Office of the COO is a one of the key support and enablement functions for the operational towers in Manulife’s Global Business Services (GBS) organization.
The Office of the COO function is responsible for Transitions and Relationship Governance, Organisational Capability and Business Management, Transformation and Operational Excellence, Administrative Services, Work Force Management, the Global Automation CoE and supports the site leads of both Cebu and Chengdu.
Reporting into AVP, Head of Organisational Capabilities and Business Management, the Director of Strategy and Business Management will work closely with the COO Leadership Team and various senior stakeholders across GBS and global operations to develop and drive an integrated strategy for the COO function.
The incumbent will also be accountable for the management of the function’s performance, portfolio of services and OPEX initiatives.
A successful candidate will be able to demonstrate their ability to navigate through ambiguous, fluid and changing responsibilities and present findings and solutions to complex problems in a clear, concise, and decision-driven manner.
Structure problems, analyze data and present complex findings in a clear, concise, and decision-driven manner;
Conduct research on emerging trends, dig deeper into the analyses where appropriate, synthesize recommendations and understand impact on the business; and
Serve as a thought partner to businesses and functions.
Laisse with GBS COEs such as the Transitions Management, Operational Excellence, Learning & Development and Reporting COEs, etc to ensure that the COO function is well supported to deliver on operational excellence and governance commitments to the business
Dynamics of the Role
The role supports the office of the COO function and requires instituting new ideas, frameworks and processes across the function and GBS and interacting with a variety of stakeholder at senior levels.
The individual will need to work with ambiguous, fluid and changing responsibilities, and be able to readily adapt to the dynamics of the group managing multiple ongoing initiatives simultaneously.
The role is complex, requiring the ability to think broadly on a strategic basis, dialogue with subject matter experts across and outside the organization but also focus on critical details, provide superior analysis and reasoning, and crisply communicate issues and solutions in a focused manner.
This is a global position requiring regular evening and / or early morning meetings.
Key Accountabilities :
Integrated Strategy for the Office of the COO
Set and drive common goals, objectives and strategies that aligns to the priorities of GBS, Segment Business Partners, and Global Operations
Through research, analysis and development of frameworks, provide insights to the COO and SLT, businesses and functional partners
Facilitate and support the process to bring together all the COO teams in the development of the strategy ensuring the platform is setting the right aspirations to position GBS as the provider and employer of choice
Build presentations to support the strategic business proposals and communication with extended stakeholders.
Planning & Portfolio Management
Create and facilitate the plan and process for the Office of the COO strategic plan and roadmap
Work closely with the COO Senior Leadership Team, HR and Transitions Management COE to plan and facilitate seamless transition of new work into and out of the function
Work closely with Finance, HR, Op-Ex and Senior Leadership Team to identify tangible actions / initiatives for us to meet our expense targets and monitor progress.
Manage monthly and weekly performance reporting activities, synthesizing the function’s performance, and analyzing outliers , watching for trends and developing responses
Develop & manage measures of success for the COO organisation by aligning relevant KPIs to onshore, global standards and the objectives of GBS.
Oversee the function’s training program and ensuring that both the onboarding and upskilling programs are effective
Minimum Requirement to Hire :
10 years of experience leading middle / back office operations
Knowledge on insurance and wealth products and processes
Multinational company experience working in global teams
LOMA, six sigma, Lean, BPM or COPC certified is an advantage