We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you.
The Opportunity
The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Manage and Review Value Stream Product Owner with the resources to solve critical problems for the future of our business, which is why we need you.
Manulife Indonesia Manage and Review Value Stream Product Owner is responsible for the customers and performer (Agents & Employees) experience, which includes changes from back office processes, front end digital capabilities, running the business and improving the overall experience. This position will be fully accountable for driving business transformation initiatives across the Value Stream in-order-to support the wider goals, strategy and ambition of the Manulife business in Indonesia. Increasing the pace and agility of change and delivering measurable and sustainable results will be key measures of success.
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 from reputable university, minimum Bachelor Degree
- Minimum 10 years of experience handling in after sales operations or life insurance operations
- High integrity and professional work practice and ethic
- Must exude confidence and believe that what they are doing is for the benefit of their customers, their employees, and the company.
- A leader who can work with different type of people and motivate the team and boost up energy levels.
- Ability to execute ideas into action.
- Demonstrated ability to communicate effectively, both written and verbal.
- Ability to learn, to explain ideas, and to document outcome.
- Good relationship management and teaming skills
- Good and creative problem solving and analytical skill.
- Ability to influence others and move toward a common vision or goal.
- Flexible and adaptable; able to work in an ambiguous environment.
- Resilient and tenacious with a propensity to persevere.
- Forward thinking with a holistic approach.
- A disciplined thinker with an ability to challenge the status quo.
- Able to anticipate issues and think proactively to resolve issues and risks.
Nice To Haves
- Ability to build and manage relationships with the key internal stakeholders
On The Job You Will
- Value Identification and Realization
- Own and is accountable for In-Force Policy Administration including Customer Care operations and performance to ensure service quality and professionalism.
- Drive rollout and manage outsourcing business processes to maintain quality service standard.
- Ensure enforcement and adherence to Company guidelines and regulatory requirements.
- Significantly enhance the performance of In-Force Policy Administration and Customer Care operations through the consistent achievement of material improvements in efficiency, scalability and performance
- Clearly define the manage and review value stream mission and positioning within the GM Agency, Chief Bancassurance, CIO, and COO organization and within the wider Indonesia business and ensure that this is well understood by and communicated to all key business stakeholders
- Provide strategic views on prioritization for laying down the future roadmap of the manage and review value stream
- Possess a thorough knowledge of the production flows of the value stream
- Be transparent at each level of the Value Stream so that information flows freely up and down the chain.
- Maintain a holistic view of the organization and understand where in the large scheme of things their value stream fits
- Adapt to ever-changing markets, customers, and agents needs quickly and effectively. This implies that the value stream is organized and managed in such a way as to facilitate changes with minimal impact to the flow
- Ensure that results are measurable through establishing a baseline of performance and cost metrics, clear business cases and unarguable results as defined by improvements in appropriate KPIs and unit costings
- Ensure results are sustainable through the embedding of continuous improvement to sustain the change over the medium to long term horizon
- Ensure that improvement of the value stream is ongoing and that employees are always on the lookout for new and better ways of creating value within the organization
- Deliver frequent and high-quality communications regarding the customer experience value stream objectives and their progress and ensure strong visibility and buy in from the Indonesia business teams, key stakeholders and senior management team
- Manage risks and ensure robust risk reviews and necessary risk mitigation is undertaken on a timely basis value stream
- Fully accountable for the success of value stream initiatives and their delivery on time, scope and budget
- People Leadership and Staffing
- Build out high performing teams to drive high impact change, results and visible achievements
- Act as a servant leader who creates an environment within which members of the Value Stream can grow and flourish so that they might give their greatest contributions to the product line. He or she should lead with humility and strength, knowing that the finest results come from empowering and incentivizing employees to bring their best game to work every day.
- Champion and support New Ways of Working of Agile change within Manulife Indonesia
- Act as a role model and champion for change within the Indonesia business. Ensure high levels of employee engagement are maintained as well as a strong focus on individual performance and development
- Partner with Indonesia Senior Leadership Team to establish a culture of High Performance across Manulife Indonesia. Role model the associated behaviors and mindset required.
- Value Stream Management and Reporting
- Own, decide, monitor budget for the value stream for the year and the quarter.
- Ensure leadership and relevant stakeholders are informed of the update as needed on the budget and value delivered/realized.
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.
Learn more about opportunities with us at jobs.manulife.com
Every career at Manulife provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere What are you waiting for Apply today!
About Manulife And John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC on the Toronto, New York, and the Philippine stock exchanges, and under 945 in Hong Kong.
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 [Confidential Information].
