Associate Director / Director, Operational Performance Programs

Intermediate (3-6 years)

Technical Skills

  • Audit
  • Compliance
  • Life Insurance
  • Microsoft Excel
  • Microsoft Visio
  • Microsoft Word
  • Negotiation
  • Process Improvement
  • Quality Assurance
  • Risk Management
  • Sarbanes-Oxley
  • Training

Job Description

Associate Director / Director, Operational Performance Programs

Location: HK-HongKong-HKG001-10/F., The Lee Gardens, 33 Hysan Avenue, Causeway Bay

Role Summary

Manulife is a leading financial services organization with principal operations in Asia, Canada and the United States where we operate as John Hancock. With market-leading positions across North America and Asia, we leverage a diverse business platform that offers a range of financial solutions in both developed and developing markets around the world. Our vision is to help people with their most important financial decisions. 

As one of Asia’s most trusted brands, the rigour and consistency of our internal processes is of the highest importance. This role will provide important assistance to the Asia regional management in ensuring that our processes are performed in a manner which is sustainable, efficient and complies with important regulations. 

Key Responsibilities

As Operational Performance Programs Director, the candidate will be responsible for overseeing regional operational programs, which uplift the capabilities of operations teams across the region in meeting the operational performance and control needs on an ongoing basis.

The responsibilities of this role include establishing an understanding of operational performance and control requirements, coordinating the regional and country improvement delivery teams and tracking and reporting back to senior executives. The initial focus areas of this role will be SOX - Operations, PCI-DSS certification, operations records management and implementing quality assurance programs as assigned by the Head of IT and Operations Performance, Asia. This role will need to also work alongside key stakeholders from our internal compliance, risk and audit functions. 

To be successful in the role, the candidate will possess not only demonstrated successful experience in process improvement and control implementation, but will possess superior relationship management skills and a deep understanding of methodologies in process optimization and control monitoring and reporting.   

This role is intended to be Hong Kong based.


Job Requirements (Knowledge/Skills/Competencies)
  • A high level understanding of process frameworks and controls - for example, SOX - Operations Frameworks, Process Control Frameworks, and Records Management standards.
  • Deploy the control frameworks for the specific in-scope programs across a vast network of countries, Business Units and functions.
  • Coordination between various interested stakeholders, such as compliance teams, risk teams and audit teams to understand the requirements of process or control improvements requirements for the in-scope programs.
  • Implement and share best practices or lessons learnt from the in-scope programs and help to identify and develop requirements and training programs as necessary.
  • Provide regular updates to the Head of OPS and IT Performance on progress of improvement programs and issues relating to these 
  • Plan and manage internal and external resources to ensure delivery of project outputs within agreed parameters.
  • Strong written and verbal communication skills with the ability to effectively communicate with all levels, including C-suite.
  • Flexible and adaptable when dealing with change with a strong awareness and understanding of cultural diversity.  
  • Proficient in MS Office Suite of products including MS Word, Excel, MS Project and MS Visio.
  • Ability to make effective decisions under pressure.
  • Excellent presentation and facilitation skills. 

Coordination of the SOX - Operations Program for Asia 
  • Complete and holistic tracking of the implementation of the SOX control framework to each in-scope country
  • Timely escalation of any issues or deviations, with clear and precise management recommendations to rectify
  • Continuous communication between country, regional and global stakeholders
Coordination of specific Process Improvements to meet global regulations (OSFI E-21)
  • Complete and holistic tracking of the implementation of operations improvements
  • Continuous communication between country, regional and global stakeholders
Oversight of the process improvement program to achieve PCI-DSS (Payment Card Industry Data Security Standard) certification 
  • Working with external professional vendor and to collect requirements from the Information Risk Management, Operation teams and IT teams to coordinate necessary process and functional improvements across the region.
Required Skills/Knowledge/Competencies
  • Diploma or Degree from any recognized University                                                                                      
  • 5-10 years relevant experience in process improvement and control implementation in operations, preferably in life insurance business
  • Experience dealing with regulatory compliance programs, or risk management programs
  • Experience in Insurance or Wealth industry especially Life insurance and exposure to products and operations will be a key criteria
  • Advanced Microsoft Office suite including MS Project and MS Visio
  • Strategic Thinking Skills 
  • Delivery focus
  • Able work in an evolving environment
  • Self-sufficient
  • Managing people
  • Listening & communicating
  • Belief in self, confidence and able to motivate self and others
  • Able to work under pressure
  • Effective Negotiation Skills
  • Coaching & Mentoring
  • Conflict Management Skills
About Manulife

Manulife Financial Corporation is a leading international financial services group providing forward-thinking solutions to help people with their big financial decisions. We operate as John Hancock in the United States, and Manulife elsewhere. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. At the end of 2014, we had 28,000 employees, 58,000 agents, and thousands of distribution partners, serving 20 million customers. At the end of June 2015, we had $883 billion (US$708 billion) in assets under management and administration, and in the previous 12 months we made more than $22 billion in benefits, interest and other payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong. Follow Manulife on Twitter @ManulifeNews or visit or
Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelHigher Diploma / Associate Degree
ManulifeInsurance and Reinsurance

Manulife Tower, One Bay East, 83 Hoi Bun Road, Kwun Tong, Kowloon

directions_walk12 mins walk from Ngau Tau Kok Station