Operational Excellence Manager

The Opportunity:

Manulife Business Processing Services is currently searching for a talented and driven Operations Excellence Manager who is passionate about leading cultural change and driving results through process improvement and operational effectiveness. You will be part of a highly engaged team thatchallenges status quo by guiding and coaching managers and employees to leverage Lean as a methodology to better manage and improve their operations so that they create more value for our customers.

Roles & Responsibilities:

• Will have an oversight of all initiatives.

• Facilitate Forums at the managerial level on the assigned function

• Monitoring of Output targets vs actuals

• Own & drive pipeline of OE initiatives and programs within the assigned functions.

• Responsible for ensuring all projects and services delivered by the squad are of high quality and delivers the expected benefits/impact and that projects are delivered on time and within budget.

• Project or Program Manager for complex high-risk organization-wide transformation and/or process and performance improvement be able to provide tactical direction to the project delivery team.

• Build strong relationships with offshore business partners stakeholders and project team allowing the OE Manager to:

  Seamlessly align with function and project stakeholders to ensure that ongoing initiatives are prioritized and positioned based on the agreed milestones and steering committee decisions

  Collaborate with other support functions to deliver successful business transformation

  Manage conflicts within the project team to address project issues

• 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.

• Lead and Mentor direct reports to ensure team and individual objectives and business deliverables are met.

• Identify performance improvement opportunities of direct reports and support their professional development through regular feedback & coaching.

• Responsible for building high performing engaged teams.

• 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.

Requirements:

• 5 years combined experience in operational management management of key support functions and leading process & performance improvement projects preferably in the insurance and/or BPO industry.

• Certified LEAN Six Sigma Blackbelt

• At least 2years experiencein leading process & performance improvement projects preferably for customer service operations in the insurance BPO and/or shared services industry

• Substantial project management experience.

• At least 3years experienceas People Leader for OE teams

• Knowledge of and hands-on application of Operational Excellence Problem Solving and Project Management frameworksmethodologiesand tools such as LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum etc.

• Advanced skills in MS Excel PowerPoint and has experience using statistical tools for data analysis such as Minitab SPC Excel etc.

• Must be an excellent communicator (verbal and written) with strong negotiation and conflict resolution skills. Has demonstrated ability to influence leaders through insightful data-driven recommendations.

• Experience in developing and facilitating management trainings and workshops on various Operational Excellence Problem Solving and Project Management frameworksmethodologiesand tools (LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum etc.)

Advantage:

• Management consulting experience

• Experience leading large cross-functional organization-wide multi-site transformation and/or process and performance improvement initiatives

• Familiarity with commonly used BPO tools and systems ( Verint IEX ACD CRM Ticketing Systems Knowledgebase Learning Management Systems Power BI etc.)

Location: Quezon City

Shift: Flexible Mid Shift

People Leader: will have a lean team of 4

Work Arrangement: Hybrid

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 .