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Job Title :
AVP, Chief Operations Officer, Malaysia
Job ID :
Category :
Business Operations
Location :
Kuala Lumpur, Kuala Lumpur MY
Job Type :
Full Time
Posted On :
Job Description :

About Manulife Manulife is a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Clients look to Manulife for strong, reliable, trustworthy and forward-thinking solutions for their most significant financial decisions. Our international network of employees, agents and distribution partners offers financial protection and wealth management products and services to millions of clients. We also provide asset management services to institutional customers. Funds under management by Manulife and its subsidiaries were approximately C$ 888 billion (US$663 billion) as at September 30, 2015. Our group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on the Internet at

General Accountability:

The Chief Operations Officer provides strategic operations leadership and technology management to ensure that the strategic goals and objectives of the business are met or exceeded.


1. Drive and execute customer experience management programs for the organization that builds on the organization’s ability to achieve and sustain success.

2. Define and manage strategic plan for customer-centric operations and technology services with an end-to-end view focused on effectiveness and efficiency;

3. Collaborate with regional and corporate teams to deliver country value proposition to its customers.

4. Establish and manage long-term relationships with customer, distributors and other service partners.

5. Drive and execute underwriting, claims, customer care, policy owner services, policy conservation, development & management of offices and direct customer interactions that support the business and ensure continuous improvement of these services.

6. Ensure compliance with Regional/Corporate risk management policy and regulatory guidelines.  

7. Lead, engage and develop people within the function. 

8. Maintain expense management according to approved budget.



Tertiary education
Minimum of 15 years work experience, preferably in the insurance sector in operations in Operations with IT exposure
10 years of which are in progressive leadership roles in managing a sizeable team
Training: IT Planning, service industry best practices, general IT trends and technology. 
Technical: Computer literate (MS Excel, MS Word, MS Powerpoint). 
Competencies needed include:
  1. Strategic & leadership skills
  2. Decision-making skills
  3. Problem-solving skills
  4. Change Management skills
  5. Performance Management skills
  6. Process Management skills
  7. Technology Management skills
  8. Customer Service skills
  9. Management and leadership skills
  10. Operations workflow

Business Operations
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