Sr. Operational Excellence Consultant

The Sr. OpEx Consultant will focus on top-down cross-functional and may require Onshore-Offshore collaborative initiatives.

Position Responsibilities:

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.

MINIMUM Hiring Requirements:

Experience

• 3 years combined experience in operational management management of key support functions and leading process & performance improvement projects in the insurance and/or BPO industry.
• 2 years hands-on application of Operational Excellence Problem Solving and Project Management frameworks methodologies and tools (LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum etc.)
• At least 2 years 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 2 years 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

Knowledge & Skills

• Knowledge of Insurance operations
• Knowledge of BPO Industry
• Knowledge of Contact Center and Back-Office Operations
• LEAN Six Sigma Greenbelt Trained
• Knowledge of operations management
• Advanced MS Excel skills
• Advanced PowerPoint skills
• Use of statistical tools for data analysis i.e. Minitab SPC Excel etc.
• 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 advanced 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

DESIRED Experience:

• 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.
• Project management experience
• 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

PREFERRED Knowledge & Skills:

• Project management skills
• Agile Certification
• Scrum Certification
• Strong negotiation and conflict resolution skills
• Experience in a leadership role i.e. team leader supervisor etc.

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 .