Sr Transformation Analyst
Sr Transformation Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
The Senior Transformation Analyst join our Operational Excellence this role you are expected to conduct process discovery & walkthrough sessions for operational and/or support processes identify process and/or performance gaps and opportunities quantify impact of process gaps and/or performance misses and continuous improvement opportunities and support the business process owners in deploying the agreed recommendations measuring and tracking benefits of projects.
Position Responsibilities:
Analytical support for transformation projects ensuring data-driven decision-making.
- Provide technical training and coaching on broad Operational Excellence disciplines i.e. Agile Lean Design Thinking CI. OE workshops (e.g. Problem Solving tools and techniques VSM CJM Scrum CI workshops).
- Monitors project progress and provides insights ensuring transformation initiatives are on track
Required Qualifications:
Knowledge of and hands-on application of Project Management frameworks and tools
Project Management Training or Certification: PMP Agile Scrum etc.
Knowledge of and hands-on application of Operational Excellence Problem Solving methodologies and tools (LEAN DMAIC Data Analysis HCD Design Thinking VSM Customer Journey Mapping Visual Management OE Maturity etc.)
Training for LEAN Six Sigma Blackbelt
Ability to influence & lead senior leaders in decision-making through insightful data-driven and value-added recommendations.
Ability to develop and facilitate management trainings and workshops geared towards mid-level and senior-level leaders.
Advanced MS Office Skills
Use of statistical tools for data analysis i.e. Minitab SPC Excel etc.
Excellent communication skills (verbal and written)
Good interpersonal skills
Strong negotiation and conflict resolution skills
Desired:
Certified COPC Implementation Leader Knowledge and experience with Insurance Contact Center and Back-Office Operations
Certified LEAN Six Sigma Blackbelt
Preferred Qualifications
- 5 years combined experience in leading process engineering optimization & performance improvement projects operational management and management of key support functions in the insurance and/or BPO industry.
- At least 2 years experience in leading process & performance improvement projects for customer service operations in the insurance BPO and/or shared services industry (i.e. call center emails chats back office etc.)
- At least 3 years Project management experience At least 2 years experience in managing stakeholders in senior leadership roles i.e. delivering formal presentations developing executive reports facilitating management meetings etc.
- At least 2 years experience in developing and facilitating management trainings and workshops on various Operational Excellence Problem Solving and Project Management frameworks methodologies and tools (LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum etc.)
- Demonstrated strong passion for continuous learning
- At least 2 years experience as OE Consultant Coach or Manager
- Alignment with Manulife Values & Culture
Desired:
- 1. Management consulting experience
- 2. Experience leading large cross-functional organization-wide multi-site transformation and/or process and performance improvement initiatives
- 3. Familiarity with commonly used BPO tools and systems (i.e. Nice Verint IEX ACD CRM Ticketing Systems Knowledgebase Learning Management Systems Power BI etc.)
- 4. Experience working with stakeholders across different geos i.e. North America Canada Asia
- 5. Builds and leverages on network of OE professionals and or organizations in the industry and/or academe to keep abreast of best practices industry developments trends issues etc.
When you join our team:
- Well empower you to learn and grow the career you want.
- Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team well 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 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
Required Experience:
Senior IC
Employment Type
Full-Time
