Operation Process Transformation

The Operations Process Transformation is responsible for driving operational excellence through the analysis design and implementation of process improvements that enhance efficiency reduce costs and support strategic business objectives. This role identifies opportunities for optimization within operational workflows and leads initiatives that deliver measurable improvements in performance and service quality. It anticipates future operational needs and ensures alignment with the digital roadmap to meet evolving requirements. The position defines and communicates business process improvements to stakeholders ensuring clarity of goals and vision. Ultimately this role focuses on improving Operations KPIs while maintaining alignment with the companys overall strategy.

Position Responsibilities:

• Assess and map current operational processes across life insurance functions such as new business onboarding underwriting policy servicing and claims.
• Identify inefficiencies compliance risks and customer pain points and recommend improvements.
• Lead process improvement initiatives using Lean Six Sigma or other methodologies tailored to insurance operations.
• Define project scope timelines and deliverables ensuring alignment with business and regulatory requirements.
• Collaborate with underwriting actuarial IT customer service and compliance teams to gather insights and implement changes.
• Facilitate workshops and cross-functional meetings to drive consensus and adoption.
• Develop KPIs specific to life insurance operations (e.g. policy issuance turnaround time claims processing time NPS).
• Track and report on the effectiveness of process changes and continuous improvement efforts.
• Maintain SOPs and process documentation in line with insurance industry standards and regulatory guidelines.
• Ensure documentation supports audit readiness and operational transparency.
• Support change initiatives by developing training materials and communication plans for operational teams.
• Provide coaching and support to ensure successful adoption of new processes and systems.

Required Qualifications:

• Bachelors degree in business administration Industrial Engineering Operations Management or a related field.
• Minimum 3 years of experience in business process improvement operations or business analysis.
• Certification in Lean Six Sigma (Green Belt or higher) or other continuous improvement methodologies is preferred.
• Experience with process mapping tools (e.g. Microsoft Visio Lucidchart) and data analysis tools (e.g. Excel Power BI).

Preferred Qualifications:

• Familiarity with ERP systems and digital transformation initiatives is a plus.

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 .