Operations Excellence Consultant

The Operations Excellence Consultantwill focus on Internal Opportunities (same process) and bottom-up initiatives (Kaizen) assigned per functions.

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.

Minimum Hiring Requirements - Knowledge & Skills

• Knowledge of Insurance operations
• Knowledge of BPO Industry Contact Center and Back-Office Operations
• Knowledge of common contact center and back-office metrics
• Advanced MS Excel skills
• Advanced PowerPoint skills
• 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 basic 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

Minimum Hiring Requirements Experience

• 3 years combined experience working in insurance and/or BPO customer service operations and in process or performance improvement teams.
• Graduate of any of the following courses:Industrial Engineering Accountancy BS Math / Statistics Business Management Finance related course
• At least 1 year 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 1 year 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

Desired:

• LEAN Six Sigma Greenbelt Trained or LEAN Six Sigma Yellowbelt Certified
• Training on Operational Excellence Problem Solving and Project Management frameworks methodologies and tools (LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum etc.).
• Use of statistical tools for data analysis i.e. Minitab SPC Excel etc. Familiarity with Agile Mindset & Frameworks (i.e. Scrum)
• Strong negotiation and conflict resolution skills
• Experience in a leadership role i.e. team leader supervisor etc.
• Management consulting experience
• Experience 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.
• 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 working with stakeholders across different geos i.e. North America Canada Asia
• Experience working remotely i.e. staff working from home or working with colleagues located at other geo locations

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 .