Manulife Launches AI Centre of Excellence in Singapore to Power Responsible Innovation and Elevate Customer Experiences

Driving AI adoption to make insurance simpler, faster, and more intuitive for customers and future-proof the workforce

SINGAPORE  – Manulife Singapore announced today the establishment of an Artificial Intelligence Centre of Excellence (AI CoE), strengthening its position as a digital-first, AI-powered insurer and deepening its commitment to Singapore’s innovation ecosystem.

The AI CoE will focus on developing and scaling AI solutions that make insurance simpler, faster, and more intuitive for customers – ranging from enhancing customer experience, personalising advice and recommendations, and equipping employees and advisors with tools that enrich the human experience.

“AI gives us the opportunity to deliver better, faster, and more personalised service to customers,” said Benoit Meslet, CEO, Manulife Singapore. “When our teams are supported by the right tools, they can spend more time on the moments that truly matter – listening, advising, and building trust. This CoE strengthens our ability to combine the efficiencies of technology with the human touch that defines exceptional experiences.”

The CoE will develop use cases across underwriting, operations, customer engagement, and distribution, ensuring AI-driven improvements remain transparent, secure, and guided by human insight.

A Collaborative Platform for Responsible AI Innovation

Singapore provides a strong environment for experimentation and collaboration, supported by its innovation ecosystem, digital infrastructure, and commitment to thoughtful and well-governed AI development.

Manulife will grow its AI talent base over the next three years, hiring across areas such as data science, AI governance and AI engineering to deepen its capabilities in model development, oversight, and deployment. The CoE will also tap into Singapore’s research institutions and industry associations to grow AI talent and uplift the broader financial services sector.

“We are excited about Manulife’s decision to establish an AI Centre of Excellence in Singapore. By developing AI solutions that enhance customer experiences and drive operational efficiencies, this CoE will showcase the applications and benefits of AI within the insurance sector. It also creates opportunities for Singapore’s talent, including through collaboration opportunities with our local academic institutions and research institutes. We look forward to more companies from the finance sector undertaking business transformation and AI innovation efforts from Singapore." said Philbert Gomez, Senior Vice President, Executive Director & Head, Digital Industry Singapore.

Developing Talent and Strengthening the AI Ecosystem

The Singapore CoE will partner with the Institute of Banking and Finance (IBF), local universities and training bodies to build practical skills in AI governance, model oversight, and development of responsible AI capabilities. This includes:

• Internships and mentorships with Singapore’s institutes of higher learning to expose students to real-world AI application in financial services.
• AI training programmes recognised and supported by the IBF to strengthen AI literacy for Manulife employees.
• Working with IBF as one of the 11 pilot Financial Institutions on workforce development for GenAI adoption, which includes upskilling and reskilling of employees into new or enhanced roles across advisory, underwriting, risk, operations, and technology functions.
• Contributing best practices and insights to advance AI adoption in the industry as part of Monetary Authority of Singapore’s Pathfinder Programme (MAS PathFin.ai).
• Collaboration with Asian Institute of Digital Finance at the National University of Singapore on research and knowledge exchange.

“AI is reshaping how organisations solve problems and create value,” said Mark Czajkowski, Chief AI Officer, Manulife Asia. “Our enterprise AI strategy centres on responsible innovation, governance, and impact. The Singapore CoE enhances our ability to test, refine, and scale solutions that help our teams serve customers better.”

Advancing Manulife’s Global AI Capabilities

Evident ranked Manulife the #1 life insurer in the inaugural Evident AI Index for Insurance, recognising the company’s leadership in AI adoption and governance. Today, more than 75% of Manulife’s global workforce uses GenAI tools, including its proprietary ChatMFC platform. The Singapore CoE will further advance these efforts by accelerating development and deployment of next-generation AI tools, enabling teams across markets to work more efficiently and deliver higher-quality service. The establishment of the CoE reflects Manulife’s long-term commitment to harnessing technology in ways that enhance customer experience and create meaningful value.

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About Manulife Singapore

Serving Singapore since 1899, Manulife Singapore has grown into a leading life insurer, committed to helping individuals and families achieve financial security and peace of mind. We have built a strong foundation of trust and expertise, offering a comprehensive suite of insurance, retirement, and wealth management solutions designed to meet diverse needs across every stage of life. Our products and services are delivered through a robust distribution network that includes our dedicated financial representatives and specialist partners such as banks and financial advisory firms. For more information, please visit manulife.com.sg.

Media contact

Belinda Wong

Belinda_SJ_Wong@manulife.com

Zaim Zahari / Verona Koh

Manulife@aka-asia.com