Manulife Vietnam has new COO to drive forward customer experience transformation

Naren Baliga, new COO of Manulife Vietnam

Naren joins the leadership team in Vietnam and will oversee continuous improvements to the customer experience through a combination of digital innovation and operational efficiency.

Manulife Vietnam has been at the forefront of the industry’s push toward greater customer-centric digital solutions, an area that Naren was excited about taking into the next frontier.

“Manulife Vietnam has been pioneering the digital and customer agenda for the local insurance sector and I am looking forward to supercharging the business and its digital service offerings,” said the new COO.

“As technology continues to revolutionise the customer experience, it’s essential that we find new ways to meet the evolving expectations of our customers. Through our unique digital solutions, we hope to further change the relationship and perception that customers have with their insurers.”

Naren joins Manulife Vietnam from the Manulife Regional Office where he spent five years supporting the Asia markets, delivering applications, capabilities, and platforms that position Manulife as a true digital customer leader.

He also played a key role in shaping the strategy and providing leadership in the delivery of key initiatives across digital distribution for agency and bancassurance, furthering the Manulife MOVE health platform capabilities and delivering a simplified claims experience for customers.

Manulife Vietnam CEO, Sang Lee, shared his enthusiasm at the announcement and believed Naren’s transformation experience would complement the company’s focus on digital and customer innovation.

“The role of the COO in the insurance industry has evolved to become the new champion of transformation and Naren is the right person to help maximise our opportunities and change our game,” said Sang.

“This role will also be vital to us addressing the needs of our customers, agents, and the community. For me, there is real opportunity for our industry to help close the protection gap, improve the life insurance penetration rate, and respond to the public’s growing interest in health and wellness.”

Naren began his career with Manulife in 2016 and has held a number of senior leadership roles across operations and service delivery. With a 21-year career in Asia, Naren has extensive experience across the telecommunications, banking, and insurance sectors.