Operational Excellence Coach

The Operational Excellence Coach will offer technical training and coaching on the OE broad disciplines i.e. Agile Lean Design Thinking CI. OE workshops (e.g. Problem Solving tools and techniques VSM CJM Scrum CI workshops). The function will also assist to develop the capability for OE augmented resources in service/business lines for self-managed teams.

Project / Service Delivery

• Responsible for ensuring that all projects delivered by the squad employ the right project management framework and tools performance improvement methodology problem solving tools and techniques data analysis etc.
• Provide technical mentorship and detailed guidance to OE consultants within the squad to ensure that the agreed project management framework and tools performance improvement methodology problem solving tools and techniques data analysis etc. have been applied correctly in order to meet the project objectives.
• Collaborate internally within the team to help identify focus areas that are aligned with Service Delivery overall goals.

Stakeholder Management

• Build strong relationships with offshore business partners and project stakeholders.

Operational Excellence Champion

• Cultivate a continuous improvement culture and critical thinking in the organization by leading 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.
• Implement and rollout Operational Excellence and Agile training plans standards and procedures.
• Develop & facilitate management trainings and awareness sessions to educate leaders on Operational Excellence concepts frameworks and tools.
• Conduct LEAN Six Sigma workshops and provide mentorship to operations leaders and/or process experts.
• Coach leaders (Function Leads) in running mature operations.

People Leader

• Identify technical skill gaps of consultants within the assigned squad and support their professional development through a structured formal learning plan and regular feedback & coaching.

• 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:

Although this is an individual contributor role the Coach is responsible for providing performance evaluation assessments for consultants within the assigned squad specific to their demonstration of technical knowledge & application of technical skills during their project delivery.

Minimum Hiring Requirements - Knowledge & Skills

• Knowledge of Insurance operations
• Knowledge of and hands-on application of Operational Excellence Problem Solving and Project Management frameworks methodologies and tools (LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum VSM Customer Journey Mapping Visual Management OE Maturity etc.)
• Knowledge of BPO Industry Knowledge of Contact Center and Back-Office Operations
• Certified LEAN Six Sigma Blackbelt
• Knowledge of operations management and with business acumen
• Project management skills
• Advanced MS Excel skills
• Advanced PowerPoint skills
• Use of statistical tools for data analysis i.e. Minitab SPC Excel etc. At least 1 Project Management Certification: PMP Agile Scrum etc. Excellent communication skills (verbal and written)
• Good interpersonal skills
• Strong negotiation and conflict resolution skills
• Ability to influence & lead senior leaders in decision-making through insightful data-driven and value-added recommendations.
• Client management skills
• Ability to develop and facilitate management trainings and workshops geared towards mid-level and senior-level leaders.
• Excellent coaching skills

Desired:

Certified COPC Implementation Leader

Minimum Hiring Requirements Experience

• 5 years combined experience in operational management management of key support functions and leading process & performance improvement projects 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 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
• Alignment with Manulife Values & Culture

Desired:

• 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 (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
• 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 .