Senior Operational Excellence Consultant

***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d’utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Responsible for executing the tasks assigned by the project manager which generally entail:* conducting process discovery & walkthrough sessions for operational and/or support processes* validating information and data used for developing project deliverables* identifying process and/or performance gaps and opportunities* quantifying impact of process gaps and/or performance misses and continuous improvement opportunities* developing project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc.* supporting the business process owners in deploying the agreed recommendations* measuring and tracking benefits of OE projects- gathering adequate information and data to support the project objectives**MINIMUM Hiring Requirements – Experience*** 3 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.* 2 years hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)* At least 2 years experience participating in process & performance improvement projects as Business/Process/Data Analyst for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.)* At least 2 years experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc.* Demonstrated strong passion for continuous learning* Alignment with Manulife Values & Culture**MINIMUM Hiring Requirements - Knowledge & Skills*** Knowledge of Insurance operations* Knowledge of BPO Industry* Knowledge of Contact Center and Back-Office Operations* LEAN Six Sigma Greenbelt Trained* Knowledge of operations management* Advanced MS Excel skills* Advanced PowerPoint skills* Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.* Ability to conduct end to end process discovery & walkthrough sessions* Ability to identify process and/or performance gaps and opportunities* Ability to quantify impact of process gaps and/or performance misses and continuous improvement opportunities* Ability to conduct advanced data analysis and create charts* Ability to develop high quality project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc.* Excellent communication skills (verbal and written)* Good interpersonal skills**PREFERRED Knowledge & Skills:*** Project management skills* Agile Certification* Scrum Certification* Strong negotiation and conflict resolution skills* Experience in a leadership role, i.e., team leader, supervisor, etc.- Management consulting experienceExperience participating in process & performance improvement projects for key support functions such as: recruitment, training, quality, customer experience management, forecasting, capacity planning, scheduling, real-time management, transitions, SLA Management, Client Management, Reporting, etc.- Project management experienceExperience working with stakeholders across different geos, i.e., North America, Canada, AsiaExperience working remotely, i.e., staff working from home or working with colleagues located at other geo locations#J-18808-Ljbffr