Process Design Analyst

The Process Design Analyst will be collaborating with the Operational Excellence Team involves driving transformation and improvement to boost operational performance and make Manulife more accessible for business. As a Process Design Analyst, you play a crucial role in executing transformational process changes. You work closely with management teams to identify, lead, and implement process transformation initiatives that directly support the achievement of the organization's strategic goals.

Position Responsibilities

• Understand, analyze and document processes

• Conduct process walkthroughs and fact-finding sessions

• Identify process improvement opportunities

• Develop recommendations and participate in solutions development

• Work hand in hand with Training Teams to understand process changes and update the knowledgebase and/ or process and procedures documentation accordingly

• Work on multiple projects at the same time in a fast-paced environment

• Provide support for project management activities including planning, scheduling, governance and execution to successful completion.

• Commit to self-development towards mastery of LEAN and Agile practices, tools and methodologies, project management principles and industry knowledge

Requirements: 

• University degree

• Relevant experience in process mapping and procedures documentation

• Contact center business knowledge and experience

• Analytical skills

• Understanding of the big picture, impact of issues / changes to the business

• Ability to work independently on multiple projects in a fast-paced environment

• Proven ability to create and maintain strong relationships across the organization at all levels

• Excellent presentation, facilitation and communication skills

• Ability to effectively prioritize and manage expectations

• Hands-on knowledge and application of the LEAN methodology

• Formal training in either Lean / Lean Six Sigma Green Belt

When you join our team:

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.

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

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

Working Arrangement