Operational Excellence Consultant
Operational Excellence Consultant
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Salary Not Disclosed
1 Vacancy
Job Description
The Operational Excellence Consultant plays a critical role to support the creation and execution of operational workflow and templates that aligns to Retirement target operating model. As a part of the Retirement Operations team this role will report directly to the Operational Excellence Director and will play a key role through in depth business analysis hands on support while learning new tools that will help automate current operational processes.
Support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects.
Position Responsibilities:
- Execute the operational excellence projects assigned by the Operational Excellence Director
- Scope of operational excellence projects involving performance improvement typically include but may not be limited to the following key operational metrics: CSAT tNPS Service Level TAT Backlog AHT APT Productivity Utilization Costs Quality etc.
- Scope of operational excellence projects involving process development and design process improvement/ re-engineering and process deployment typically include but are not limited to: operational management standards training & skills verification for key frontline staff workforce management quality & transaction monitoring etc.
- Experience using Microsoft Suite applications and strong working knowledge of VBA and/or macros
- Experience with creating and producing process maps that illustrate step-by-step processes
- Knowledge of configuration changes such as flows fields page layout custom setting
- Act as Business Analyst to document use cases and translate them into business requirement; align with project scope and deliverables.
- Partners with Transformation Delivery Director and/or Manager to drive resolution of issues track project progress against strategic objectives.
- Documents and monitors all issues; recommend strategy to address and avoid operational risk and project roadblock.
- Partners effectively with cross functional and virtual teams by demonstrating collaboration adaptability and influence.
- Entrepreneurial spirit and comfort working in a rapidly changing environment and demonstrate interest in experimenting with emerging technologies understanding the business impact.
- Strong problem solving and demonstrate out of the box thinking.
- Actively embraces change efforts and initiatives to manage project disruptions identified as change agent to contribute to root cause analysis.
- Actively monitors risks and escalation as needed; anticipates and mitigates risks.
- Demonstrates coping mechanisms with pressures & setbacks Identifies escalation items early and produces options for resolution.
- Strong internal network shares ideas with others participates in brainstorming sessions.
- Partners effectively with cross functional and virtual teams by demonstrating collaboration adaptability and influence.
- Owns their career development and takes advantage of available resources to advance technical and business skills.
- Identify key opportunities through a data-driven Baseline Review using the GBS Operational Excellence Assessment approach
- Perform process discovery sessions and data analyses that are appropriate and sufficient in order to deliver the project objectives
- Design structured approaches and processes based on the GBS Operational Excellence Framework
- Use the appropriate framework and tools to improve identified process and performance issues/opportunities such as the GBS Operational Excellence Framework DMAIC 7 Quality Tools Statistical Analysis A3 Design Thinking etc.
- Leverage on industry & technical expertise and on the GBS Operational Excellence Framework to provide value-added recommendations during the delivery of projects
- Develop project deliverables including status reports Baseline Review Management Readout Process Maps Data Analysis Implementation Plan etc.
- Complete high quality project deliverables within the defined project timelines
- Present results of Baseline Review to stakeholders to discuss key opportunities and recommendations
- Manage stakeholder expectations through appropriate engagement and timely status reporting on operational excellence projects
- Support tracking of benefits and document performance improvement from deployed Operational Excellence projects
Ambassador for Operational Excellence Culture in GBS
- Support the updating of the GBS Operational Excellence Framework
- Be a consultant for operations leaders to help them deploy the GBS Operational Excellence Framework within their respective teams
- Participate in LEAN Sigma workshops and provide support to operations leaders and/or process experts during their LEAN Six Sigma projects
- Cultivate a continuous improvement culture and critical thinking in the organization by 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.
Other Roles
- 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 etc.
Required Qualifications:
Knowledge and Skills
- Knowledge of BPO operations management concepts
- Understanding of common BPO output metrics and the related CTQs
- Knowledge of business process management concepts
- Advanced knowledge on MS Office
- Knowledge of Basic Statistics and ability to perform basic data analysis
- Ability to identify process gaps and performance improvement opportunities leveraging on skills and experience leading BPO operations
- Excellent written and verbal communication skills
Experience & Qualification
- Minimum 7 to 10 years of Canada or US Retirement Operations process experience. Specifically either MPS GA or OA in either Sponsor Processing Sponsor Servicing Member Processing and Payroll.
Desired
- Insurance industry experience
- Experienceimplementing process and performance improvement projects (BPO Industry)
- Certified COPC Implementation Leader
- LEAN Six Sigma Certification
- Familiarity with commonly used BPO tools and systems (i.e. Nice Verint IEX ACD CRM Ticketing Systems Knowledgebase Learning Management Systems Power Bi etc.)
- Experience in developing & facilitating management trainings
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:
Contract
Employment Type
Full-Time
