Delivery Lead - Operations and Health Technology

General Description:

The Technology function in Manulife Philippines is responsible for enabling business growth, operational efficiency, and customer and agent experience through reliable, secure, and scalable technology solutions.

The Delivery Lead - Operations and Health Technology is a senior technology leadership role accountable to deliver and maintain all technology initiatives supporting Operations and Health portfolio in Manulife Philippines. The incumbent is accountable for planning, prioritization, delivery execution, quality, and value realization across all Operations and Health initiatives. The role serves as the single point of accountability and primary technology partner to Operations and Health business leaders, ensuring predictable delivery, strong governance, and alignment with Manulife’s broader technology and data strategy.

In addition to portfolio delivery accountability, this role also owns the Business Analysis capability for Manulife Philippines. The incumbent is responsible for setting direction, standards, and capability maturity for Business Analysis across all portfolios, ensuring high quality requirements, strong business alignment, and consistent ways of working.

This is a dual role combining portfolio ownership for Operations and Health and enterprise wide leadership of the Business Analysis capability for Manulife Philippines.

Responsibilities:                                                                           

• Delivery Lead - Operations and Health Technology
  • Own end to end delivery outcomes for the Operations and Health technology portfolio, including scope, timelines, quality, budget alignment, and business value.
  • Act as the primary technology counterpart for Operations and Health business leaders and sponsors, ensuring strong alignment between business priorities and technology delivery.
  • Lead early technology engagement during ideation, business case development, and Book of Work planning to ensure realistic estimates and delivery assumptions.
  • Govern project execution and BAU squads delivery through regular checkpoints, actively managing risks, dependencies, and delivery constraints across Operations and Health initiatives.
  • Remove delivery blockers, manage cross squad dependencies, and drive effective prioritisation to ensure teams focus on the highest value outcomes.
  • Provide leadership and direction to PMs, BAs, Engineers, QA, and Scrum Leads to ensure strong planning, execution, and delivery discipline.
  • Ensure solutions meet quality standards, including scalability, security, performance, and operational readiness.
• Business Analyst Capability Lead
  • Work closely with Capability Leads (PM, BA, Engineering, QA, Architecture) to secure the right skills, capacity, and delivery standards for portfolio initiatives.
  • Lead and mature the Business Analysis capability for Manulife Philippines, including requirements quality, analysis standards, tools, ways of working, and alignment to business outcomes across all portfolios.
  • Own Business Analysis standards, methods, templates, and tools, and ensure consistent application across all portfolios.

Accountabilities (Individual / Shared):

Individual Accountabilities

• Delivery Lead - Operations and Health Technology
  • Accountable for delivery and business outcomes of Operations and Health initiatives and fixed capacity BAU squads, within agreed timelines, budget, and quality.
  • Build, develop, and retain strong delivery talent by supporting hiring, onboarding, coaching, and ongoing development of team members.
  • Accountable for building and owning delivery plans, including scope, schedule, cost, resourcing, risks, and issues.
  • Accountable for ensuring fixed capacity BAU squads deliver business value, working closely with business sponsors and Squad Product Owners.
  • Foster a strong delivery culture focused on accountability, collaboration, and continuous improvement.
  • Own stakeholder engagement, communication, and reporting across relevant governance forums.
  • Provide clear direction, prioritisation, and decision making to delivery teams to enable effective execution.
• Business Analyst Capability Lead
  • Accountable for the overall effectiveness, quality, and maturity of the Business Analysis capability across Manulife Philippines, including talent development, capability consistency, and contribution to business outcomes.
  • Act as the formal line manager for the Business Analysis capability across Manulife Philippines, accountable for performance reviews, career progression, compensation input, and talent retention.

Shared Accountabilities

• Portfolio prioritization and sequencing for Operations and Health initiatives.
• Resource planning and capacity management with other Capability Leads such as Project Management, Engineering and Architecture
• Architecture, security, and data alignment with enterprise standards.
• Benefits realisation tracking with Operations, Health, and Finance stakeholders.

Knowledge/Skills/Competencies/Education:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of experience in project & program delivery rolling out digital capabilities and enhancements to backend policy administration systems
• Strong experience delivering large scale technology initiatives in Operations (New Business Underwriting, claims & servicing) and Health domains

• Proven ability to lead cross functional teams and manage complex stakeholder environments.
• Experience in claims transformation, workflow automation and TPA integration is preferred
• Strong understanding of agile and hybrid delivery models.
• Excellent communication, influencing, and decision-making skills.
• Experience in financial services or insurance.
• Deep experience in business analysis leadership, requirements shaping, and translating business needs into technology delivery at scale.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.

Working Arrangement