Manulife Singapore has set up an Artificial Intelligence Centre of Excellence (AI CoE) to develop and scale AI tools across its insurance operations, with planned applications in both customer-facing and back-office functions.
The centre is part of Manulife’s push to expand its use of AI in areas such as underwriting, customer engagement, and distribution, and to work more closely with financial and technology institutions in Singapore on AI-related projects and skills development. Benoit Meslet (pictured), CEO, Manulife Singapore, commented: “AI gives us the opportunity to deliver better, faster, and more personalised service to customers. 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.”
According to Manulife, the AI CoE will focus on use cases across underwriting, operations, customer engagement, and distribution channels. The unit will work on projects intended to streamline customer interactions and provide employees and advisers with AI-based tools to assist with decision-making and workload management.
Planned initiatives include AI models to support underwriting and risk assessment, automation in policy servicing and other operational tasks, and applications designed to help advisers with recommendations and follow-up activity. The company said it plans to prioritise transparency, security, and human oversight in how AI models are introduced into live processes. The Singapore hub will also be used as a test bed for AI prototypes that can be adapted and implemented in Manulife’s other markets under the group’s broader enterprise AI strategy.
Manulife cited factors including Singapore’s digital infrastructure, regulatory framework, and concentration of research institutions in its decision to locate the AI CoE in the country. The insurer plans to increase its AI-focused headcount in Singapore over the next three years, hiring in areas such as data science, AI governance, and AI engineering to support model design, monitoring, and deployment.
Philbert Gomez, senior vice president, executive director & head, digital industry Singapore, commented: “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.” Manulife said the AI CoE will work with research institutions and industry associations in Singapore on AI-related initiatives and industry forums.
The Singapore AI CoE will work with the Institute of Banking and Finance (IBF), local universities, and training organisations to support training in AI governance, model oversight, and implementation. Planned initiatives include internships and mentorships with institutes of higher learning to expose students to AI applications in financial services. Manulife will also run AI training programmes recognised by IBF for employees, and participate as one of 11 pilot financial institutions in IBF’s workforce development programme for generative AI. That programme covers upskilling and reskilling staff across advisory, underwriting, risk, operations, and technology roles.
The centre will share its approaches and experience as part of the Monetary Authority of Singapore’s Pathfinder Programme (MAS PathFin.ai) and work with the Asian Institute of Digital Finance at the National University of Singapore on research and knowledge exchange. Mark Czajkowski, chief AI officer, Manulife Asia, said: “AI is reshaping how organisations solve problems and create value. 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.”
The Singapore AI CoE is one component of Manulife’s wider AI programme. Industry research firm Evident has ranked Manulife the number one life insurer in its inaugural Evident AI Index for Insurance, based on AI adoption and governance. Manulife says more than 75% of its global workforce already uses generative AI tools, including its in-house ChatMFC platform, and that the new centre will be used to develop and roll out additional AI tools across markets.
The launch comes as use of AI in Singapore workplaces grows. A recent survey by the Infocomm Media Development Authority (IMDA) of working individuals found that 73.8% of respondents use AI tools on the job, mainly for brainstorming, content creation, and administrative work. Of those users, 85% reported improvements in productivity, time management and work quality, nearly half said they used AI to support creativity, and about one-third cited benefits for professional development. Around 70% of surveyed workers said their employers provide some form of AI-related support, such as training, access to paid AI tools, or defined usage guidelines.
