“From the work we did together 26 action items were identified. We’re gonna need a bigger boat! In terms of changing our direction of travel, this is the most impactful discussion we’ve had.”


The Client

Manulife Financial provides insurance and investment solutions for individuals and organizations globally.

The Challenge

In early 2017, Manulife embarked on a journey to become the industry leader in differentiated customer experience. This roadmap which runs for the next three years covers core technology enablement such as data, infrastructure, development centres of excellence and channel strategy. The organisation must leverage technology assets globally to make progress.

In March 2017, the global technology leadership and the subject matter experts from each of the global divisions were brought together in Toronto to discuss and agree on core technologies.

In April 2017, the outcomes of the Toronto event were taken forward with the Asia IT and Operations Leadership where priorities were discussed and revised, regional centres of excellence were shaped and specific programmes for core technologies were kicked off.

The Solution

At late notice, BiG Innovation re-designed the Toronto 2 day event to create more value from the unique opportunity of bringing the global technology leaders together.

At the end of the two days in Toronto, BiG then moved immediately into design of the Asia IT and Ops Leadership event in Hong Kong to mobilise the results of the Toronto event in the Asia region. Immediately following the Hong Kong event, the outcomes were discussed and agreed with the Global Leadership team.

In a six week period, the global technology strategy was discussed, actions agreed and translated to programmatic interventions within one of the Manulife regions. The diverse range of topics included:

  • Global infrastructure and how to leverage the technology assets in place
  • Global development and Centres of Excellence
  • Core Administration processes and the need a future platform in Asia
  • Future ways of working including more Agile delivery

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