Experience Lead

3 days ago


Jakarta, Indonesia Manulife Full time

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

**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 The Exprience Lead with the resources to solve critical problems for the future of our business, which is why we need you.

Manulife Indonesia is seeking a self-motivated Experience Lead - Claim, who is obsessed with delivering value, is forward-thinking, and excited to see the successful implementation of the products they deliver. They will have drive and deliver the newly defined Target Operating Model (TOM) to Manulife and be responsible to oversee the transformation portfolio.

**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 graduate with minimum 10 years solid experience in Consulting, Business Process Transformation and Change Management with good exposure to the Financial Services industry
- Holder of Professional Certification in Process Improvement techniques/methodologies would be preferred
- A senior individual who is highly motivated and able to work independently, with mínimal supervision
- A team player who is able to connect well with peers and interact very successfully with business stakeholders and Regional functions as required

**Nice to Haves**:

- Knowledge of the insurance industry would be an advantage
- Knowledge of the latest technology developments, trends and standards would be an advantage
- Exposure to and understanding of Agile scrum methodologies and experience of working in an Agile team

**On the job you will**:
**Value Identifications and Realization**
- Reports to the head of Business Transformation and works closely with Value Stream Product Owner (VSPO) and squad Product Owners, head of business units, support/service functional teams to deliver the transformation agenda, including drive necessary changes to enable the new TOM
- Own and run the quarter planning session, ensure all key relevant stakeholders are involved in defining the value goal for the value stream
- Ensure the key results from the quarter are clearly quantified and aligned to the annual goals of the value stream and the strategic key results of the organization
- Work with Change Manager to plan the adoption activities and how it aligns with the key results of the value stream
- Work with the VSPO and the stakeholders to understand customer needs and facilitate customer co-creating workshops or experiments to validate hypothesis
- Ensure any feedback from customers or other stakeholders are shared with the respective Product Owners and ensure there is a solutioning session and outcomes are prioritized and communicated to all parties.
- Identify various process re-engineering opportunities using lean toolset and deliver using Agile approach and implement to optimized process to cut the wastes
- Organize workshops or working group to focus on operations and process improvements; develop value streams maps of current state and future state with analyzed data enabling fact based decisions

**Program Management and Reporting**
- Work with the VSPO to decide and monitor the budget for the year and within the quarter
- Communicate the budget to the VS squads
- Ensure that the all key Risks, Assumptions, Issues, Dependencies (RAIDs) are communicated and addressed across squads
- Work with PMO for project governance related items
- Report regular updates to the Senior Leadership on progress and challenges in the Value Streams

**People Management and Staffing**
- Work with the VSPO and relevant stakeholders (squad Product Owners, Agile Leads) to identify staffing and competencies requirements

**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.

**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international f



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