Santos will lead operations delivery, customer experience, and transformation initiatives to strengthen service excellence across customer and distribution journeys
Manulife Philippines announced the appointment of Erica Jurilla Santos as Chief Operations Officer, effective 15 September 2026. She will join the Manulife Philippines Executive Committee.
As Chief Operations Officer, Santos will lead Manulife Philippines’ operations strategy, with a focus on strengthening service excellence, operational performance, digital adoption, and customer-focused innovation. Her leadership will support the company’s continued transformation and commitment to delivering better experiences for customers and distribution partners. Her appointment reflects Manulife Philippines’ continued focus on building stronger operational capabilities, enhancing customer and distribution experiences, and advancing business transformation in support of its ambition to be the #1 choice for Filipino customers.
“Erica is a highly experienced operations leader with a strong track record in transformation, operational resilience, process efficiency, and talent development,” said Rahul Hora, President and Chief Executive Officer, Manulife Philippines. “Her deep understanding of service delivery and customer experience will help us further strengthen our operations, improve how we serve customers and distribution partners, and support our growth ambitions in the Philippines. Erica’s appointment also reinforces our commitment to developing future-ready operations that enable our teams to serve with greater speed, consistency, and care.”
Santos brings more than 20 years of leadership experience across insurance, contact center, and back-office operations, with deep expertise in service delivery, workforce strategy, financial governance, vendor management, customer experience, and operational transformation. Since joining Manulife Business Processing Services in 2022, she has made significant contributions to strengthening operations, most recently leading a 600-FTE organization supporting Manulife’s U.S. insurance business across new business, policy administration, and life and health claims.
“I’m honored to take on this role and to work with the talented teams across Manulife Philippines,” said Erica Jurilla Santos, Chief Operations Officer, Manulife Philippines. “Operations plays a critical role in shaping the customer and advisor experience, and I look forward to helping build stronger, simpler, and more responsive ways of working that deliver meaningful value for our customers and our distribution teams. Together, we have an opportunity to build more agile, customer-centered operations that support Manulife’s growth and help make decisions easier and lives better for more Filipinos.”
