VP Technology Operations and Control

The role of VP Technology Operations and Control is responsible for defining the focus, goals and success measures for all Technology teams across Asia and includes the following functional areas; Continuous Delivery, Project Management, Ways of Working, Vendor Mgt and Line 1B Information Risk Governance & Controls,  for Asia Technology.  This role reports directly to the Asia CIO and is a member of the Asia Tech Senior Leadership Team. The role requires close collaboration with senior stakeholders across Asia Segment as well as Global Functions to drive close collaboration and Partnership, alignment on priorities, ensure compliance with Global Standards, and optimize operational efficiency and reporting. Overall this role will be accountable for cascading and driving Asia Tech KPIs, Delivery Oversight (SDLC), Oversight on the Composite IRM score for Asia, compliance with CAP slippage etc., reviewing their performance and also aligning on the future targets / uplifts at Segment level.

Responsibilities:

1. Project Management Office

• Take ownership of aligning the Software Delivery Lifecycle (SDLC) processes for all projects within the Asia region. Collaborate closely with various IT pillars, including Asia Delivery, Global Functions Technology (GFT), Asia Data Office (ADO), and Enterprise Technology Services (ETS), to ensure consistency and efficiency in project delivery.
• Be accountable for providing comprehensive global reporting on all projects within Asia, encompassing approximately 150 initiatives across the segment. Ensure accurate, timely, and insightful reporting that supports decision-making and strategic planning.
• Execute with a strategic and detail-oriented approach to project management, ensuring that all projects adhere to the organization's SDLC standards and reporting requirements while fostering collaboration across diverse IT teams.
• Establish and maintain project management standards, methodologies, and governance structures to ensure consistency and quality in project delivery.
• Drive the alignment and decision making within strategic project portfolios to ensure that the BoW is invested in alignment with strategic business priorities
• Oversee project selection, prioritization, and resource allocation to align with strategic objectives and optimize resource utilization.
• Implement risk management processes and track project performance through metrics and reporting to facilitate informed decision-making.
• Manage project budgets and ensure compliance with financial constraints, regulations, and quality standards.
• Facilitate communication and collaboration among stakeholders and support effective change management to ensure project outcomes are adopted.
• Drive process improvements, provide training, and capture lessons learned to enhance future project success and organizational growth.

2. Information Risk Management

• Establish and maintain a comprehensive inventory of key controls, identify critical risk controls, and generate reports to ensure alignment with the strategic risk appetitive and applicable Global Standards.
• Oversee activities to identify potential risks, collaborate with stakeholders to develop mitigation plans, and ensure compliance with risk objectives and regulatory standards across Asia Technology.
• Implement and maintain the Governance, Risk Management, and Compliance (GRC) model, ensuring that IT policies, procedures, and organizational structures support business objectives and regulatory requirements.
• Provide insights and guidance to risk committees and stakeholders, manage planning sessions to prioritize demands, and deliver on audit and corrective action plan (CAP) requirements, ensuring continuous improvement in governance practices.
• Triage issues and incidents for escalation, conduct risk self-assessments, monitor control performance, and manage corrective action plans to address operational defects and enhance risk governance

3. Disaster Recovery

• Execute the Disaster Recovery (DR) operations of the Asia Segment to ensure operational resiliency and readiness.
• Maintain and enhance DR management ensuring that it is fit for purpose, addresses key risks and readiness to support business disruptions.
• Ensure Disaster Recovery regulations, legislation, publications, policies, rules, and guidance are embedded into Asia Segment strategies,
• Manage the creation and maintenance of Disaster Recovery Plans and annual DR testing across Asia Segment.

4. CDF / Ways of working

• Establish, enable and support the rollout of the continuous delivery (SAFe) framework within the regional technology teams and across all markets in the Asia segment.
• Ensure that results are sustainable through the embedding of continuous delivery frameworks and processes to sustain the change over the medium to long term horizon.
• Accountable for the success of the roll out and performance of the Continuous Delivery Framework in Asia.
• Accelerate the pace of new Ways of Working (WoW). Deliver training, coaching and awareness sessions and accelerate the number of initiatives/platforms that are being successfully delivered leveraging the CDF and persistent delivery squads, year on year.

5. Vendor Management

• Develop and implement a comprehensive Vendor Management framework in accordance with OSFI B10/E22 standards. This framework should ensure robust oversight, management, and control of all strategic and high-priority technology vendors in the Asia region.
• Evaluate strategic partners and critical vendors across Asia to define and maintain effective relationship management. Establish metrics and monitor vendor performance to ensure alignment with business objectives.
• Take ownership of vendor management for strategic partners at the segment level, ensuring alignment with organizational goals and strategic priorities.
• Oversee critical vendors at the segment level and provide close monitoring at the market level to ensure consistent performance and compliance with established standards.
• Lead and participate in Vendor Steering Committees to measure vendor performance and service delivery. Ensure adherence to OSFI standards, particularly in business continuity processes and disaster recovery planning.
• Conduct annual testing of vendor performance and review the results. Develop and implement action plans to address any findings or areas for improvement.
• Collaborate with teams such as Cyber and Information Risk to ensure that vendors comply with security and risk management standards, safeguarding organizational data and assets.
• Ensure regular service reviews are in place and build strategic relationships with the Critical and High Priority vendor partners.
• Work with the market technology teams to ensure that a similar capability is implemented across all markets where there are local Strategic and High Priority Technology vendors providing services/software.
• With closely and align with Asia Procurement team on the appropriate split of post-contracting responsibilities to ensure that there is no overlap and equally no gap in the key aspects of Vendor Management best practices.

6. Special Projects

• Implement business and IT initiatives in alignment with Manulife’s strategic vision and Asia strategi priorities.
• Ensure end-to-end delivery of special programs and projects across Asia and Global Segments, which from time to time will include acquisitions, integrations and disposals of operating units.
• Partner with local markets to deliver solutions and drive value for our distributors, customers, employees and shareholders.
• Manage risks associated with these initiatives and ensure that appropriate governance and stakeholder management are in place.
• Provide direction, consultancy, and support to the business leaders and project teams as required.

Individual Accountabilities:

• Execution: Drive execution of technology services, Operations and control to enable business objectives.
• Innovation Leadership: Identify and implement innovative solutions to enhance operational efficiency and effectiveness.

• Performance Monitoring: Establish KPIs and performance metrics, and regularly review progress to ensure operational excellence.
• Data Management and Analytics: Leverage data analytics to drive decision-making and track the effectiveness of operational initiatives.

• Change Management: Lead change initiatives, ensuring smooth transitions and minimal disruptions to operations.
• Team Development: Mentor and develop the operations team, fostering a culture of continuous learning and improvement.

Key Shared Accountabilities:

• Cross-Functional Collaboration: Partner with other departments (e.g., IT, finance, HR) to align operational initiatives with organizational goals.
• Stakeholder Engagement: Work with internal and external stakeholders to ensure support and alignment on strategic initiatives.
• Resource Allocation: Collaborate with senior leadership to allocate resources effectively for operational projects and initiatives.
• Risk Management: Work jointly with risk management teams to identify and mitigate operational risks.
• Performance Reporting: Share responsibility with the senior leadership team for reporting on operational performance and progress toward goals.

Knowledge/Skills/Competencies/Education:

• Bachelor’s degree or equivalent in business, engineering or technology.
• Minimum 10+ years of experience in Consulting, Agile, Capacity Planning, Budgeting, Forecasting and Reporting and Change Management
• Knowledge of the insurance industry would be a key advantage.
• Knowledge of the latest technology developments, trends and standards would be an advantage.
• A senior individual who is highly motivated and able to work independently, with minimal supervision.
• A competent people manager who can build a high-performance team culture within technology operations, finance and support functions.
• A team player who can connect well with peers and interact very successfully with business stakeholders and regional functions at all levels as required.

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.

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Hybrid