Operations Excellence Consultant

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You've come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

We're looking for a Operations Excellence Senior Consultant to join our Operational Excellence team at MBPS. In this role, you are expected to focus on top-down, cross-functional and may require Onshore-Offshore collaborative initiatives.

Have the skills and knowledge for the job? Learn more about the opening below

Key Responsibilities:

Project / Service Delivery

• Responsible for executing the tasks assigned by the project manager which generally entail:

  • Conducting process discovery & walkthrough sessions for operational and/or support processes

  • Gathering adequate information and data to support the project objectives

  • 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

Stakeholder Management

• Build good working relationships with project stakeholders.

Operational Excellence Champion

• Cultivate a continuous improvement culture and critical thinking in the organization by participating in OE Forums with offshore Business Partners, actively participating in the GBS Operational Excellence Community of Practice and sharing industry best practices, case studies, implementation tips, new trends and tools in Operational Excellence, etc.

  • Participate in LEAN Six Sigma workshops and other OE trainings.

People Leader

• Model the MBPS Values in Action as well as other corporate governance & compliance policies such as but not limited to: Code of Employee Discipline, Data Privacy, Information Security, Risk Management, etc.

Note:

This is an individual contributor role.

Qualifications:

• 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.

• At least 2 years experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc.

• Knowledge of BPO or Insurance industry.

• Knowledge of Contact Center and Back-Office Operations.

• LEAN Six Sigma Greenbelt Trained.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid