Define and lead the transformation of Prestige & Supreme Centres into premium, hospitality-led environments that deliver compelling experiences for customers and distribution partners
Establish a clear experience vision, service philosophy, and differentiated journeys that enhance engagement, strengthen trust, and support high-quality financial conversations
Translate the vision into scalable experience standards and playbooks, ensuring consistency across centres while maintaining operational effectiveness and usability
Continuously evolve the physical environment, service approach, and interaction design, drawing on relevant practices from hospitality, retail, and service-led industries
Engage and mobilise frontline teams, fostering a consistent service mindset and ownership in how guests are welcomed and supported

Prestige Experience:

Shape and curate the in-centre experience layer, designing thoughtful engagement initiatives that strengthen relationships and bring warmth, ease, and a sense of care into customer and partner interactions
Identify and develop select collaborations with lifestyle and service-led brands, introducing curated pop-ups and experience moments that add texture and relevance to the environment while remaining aligned with Manulife’s positioning
Create and refine interaction touchpoints and hosting experiences that support more natural, confident, and effective conversations between guests
Exercise strong judgement in balancing external collaborations and contemporary experience elements with the professionalism and trust expected in a financial services setting, ensuring every enhancement feels purposeful and well-integrated

Distribution Partner Relationship Management:

Build and maintain strong, trusted relationships with distribution partners by deeply understanding their business models, sales practices, and client engagement needs within a regulated insurance environment
Position Prestige & Supreme Centres as a strategic engagement platform that enables distribution partners to engage guests in professional, compliant, and effective financial discussions
Anticipate and respond to partners’ evolving needs by aligning centre capabilities (e.g. space design, service support, scheduling, guest flow) with their productivity, business objectives, and client servicing requirements
Partner closely with distribution leadership to embed centres into the end-to-end sales and advisory journey, driving stronger utilisation, engagement quality, and overall business impact
Balance partner support with strong governance, ensuring all guest interactions and environments uphold regulatory standards, risk controls, and brand integrity, while consistently delivering a premium experience

Centre Performance and Operational Excellence

Define and oversee the performance framework for Prestige & Supreme Centres, including key metrics across experience, utilisation, and service delivery
Lead resource planning and capacity management, ensuring centres operate smoothly and are able to support partner engagement needs effectively
Drive continuous improvement in service flow, utilisation, and operational consistency, using data and insights to inform decisions
Oversee centre operations through the team, ensuring high standards across service delivery, environment management, and guest support
Ensure appropriate oversight of financial handling, security, and operational controls, maintaining a well-managed and compliant environment
Uphold all requirements relating to regulation, risk, and data privacy, integrating these seamlessly into the guest experience

Required Qualifications:

University graduate with 12–18 years of experience in customer service, guest experience, or service-led environments, including leadership experience in managing teams and service performance
Experience in enhancing customer-facing environments, including exposure to experience curation, partnerships, or in-space collaborations that contribute to client engagement and brand perception
Background in premium hospitality, private members’ clubs, airline lounges, high-end retail, or customer-facing environments would be advantageous
Strong leadership capability, with a proven ability to engage, develop, and lead high-performing teams, while influencing stakeholders across different functions
Experience working in structured or regulated environments, with the ability to balance service excellence with professionalism and operational discipline
Prior exposure to insurance or financial services is an advantage, particularly in roles supporting client engagement, advisory, or distribution journeys
Strong communication and interpersonal skills, with fluency in Cantonese, Mandarin, and English

When you join our team:

We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.

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

Hybrid