Manager Experience Lead

Position Summary

Manulife Vietnam is executing a strategic initiative to insource its health and life insurance claims operations from Third Party Administrators (TPAs) to an in-house model. We are seeking a Manager – Claims Transformation to oversee all technology integrations across internal systems and external partners. This role will ensure seamless connectivity, data flow, and operational readiness across platforms such as Workbench, Rule Engine, IDP, OCR, Provider Portal, and FWA systems.

Key Responsibilities

• Own and manage the end-to-end integration strategy for the claims transformation program.

• Coordinate with internal IT, external vendors (e.g., Neutrinos, MMS, Perfios, Shift), and business stakeholders to ensure timely and accurate integration delivery.

• Define and maintain integration architecture, data flow diagrams, and interface specifications.

• Monitor and troubleshoot integration issues across systems and vendors.

• Ensure compliance with data residency, security, and privacy regulations in Vietnam.

• Support SIT and UAT phases by validating integration touchpoints and data exchange.

• Maintain documentation for all APIs, connectors, and data mappings.

• Collaborate with the Program Manager and Technology Lead to align integration milestones with overall project timelines.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.

• Minimum 7 years of experience in system integration, preferably in insurance or healthcare domains.

• Proven experience in managing multi-vendor integrations and API-based architectures.

• Strong understanding of claims systems, IDP, OCR, and rule engines.

• Experience with integration tools, middleware, and cloud/on-premise hybrid environments.

• Familiarity with Agile/Scrum methodologies and DevOps practices.

• Excellent problem-solving and stakeholder communication skills.

• Fluent in English and Vietnamese (preferred).

Preferred Qualifications:

• Experience with platforms like Neutrinos, Perfios, or similar.

• Knowledge of HL7, JSON, XML, and RESTful APIs.

• Exposure to FWA systems and data-driven rule engines.

• Understanding of Vietnam's data privacy and insurance regulations.

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

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

Working Arrangement