Product Owner, Contact Centre and Management & Review
Manulife — Hong Kong
Posted 2026-10-27
The Product Owner, Contact Centre and Management & Review is accountable for translating the Asia servicing transformation ambition into a clear, prioritised and executable roadmap for Contact Centre and Management & Review capabilities. Working in close partnership with the Head of Servicing and Contact Centre Transformation, the role will define and implement the Asia Target Operating Model across diverse markets. This includes shaping the strategy and roadmap, building stakeholder consensus, defining the capability roadmap, assessing operational impacts, developing business cases and supporting implementation and value realisation. The role acts as the bridge between Operations, Technology, Data, AI, Risk, Compliance and delivery partners. It owns the business problem, intended outcomes, priorities and acceptance of delivered capabilities, while technology teams retain ownership of architecture, engineering and technical design. This is a regional, hands-on product leadership role requiring strong knowledge of contact centre operations and servicing processes, disciplined prioritisation, practical change leadership and the ability to convert complex operating-model needs into im