Head of Operations Distribution Service & Case Manager
Manulife — Jakarta
Posted 2026-08-18
The Head of Operations Distribution Service (ODS) & Case Manager is responsible for leading and overseeing the end to end delivery of Distribution Services across Call, Email, and Live Chat, together with the Case Manager function. The role ensures consistent service performances, effective management of complex and escalated cases, strong operational governance, quality, productivity, and workforce effectiveness. The role drives operational excellence, process simplification, digitalization, and continuous improvement, while developing team capability and ensuring compliance with internal policies, and regulatory requirements. Working closely with Distribution and cross functional operations team, the role ensures seamless and timely support to ODS & CM and strengthens the overall service experience. Position Responsibilities: Lead and oversee end-to-end Operations Distribution Service (ODS) across Call, Email, Live Chat, and Case Manager, ensuring consistent service delivery and operational excellence. Drive overall operational performance by managing service level, quality, productivity, backlog, aging, turnaround time, and workforce capacity across the functions. Provide govern