Manager, Business Process Improvement

Manulife is a leading international financial services provider helping people make decisions easier and lives better. Help shape the future you want to see and discover that better can take you anywhere you want to go.

Role Summary

The Manager Business Process Improvement leads midsized process optimization initiatives that enhance operational efficiency strengthen control environments and improve service quality across financial services operations. This role partners crossfunctionally to analyze current-state processes implement automation and workflow improvements and support modernization efforts aligned with enterprise strategy. The Manager may oversee Business Analysts and act as a workstream lead on larger programs.

Key Responsibilities

Process & Quality Improvement

• Analyze current business processes to identify inefficiencies bottlenecks and improvement opportunities leveraging methodologies such as Lean Six Sigma and process mapping

• Develop and implement automation standardization and workflow optimization strategies that improve accuracy reduce cost and strengthen operational controls.

• Document processes and build clear SOPs to ensure consistency compliance and scalability.

CrossFunctional Leadership

• Lead workstreams composed of analysts SMEs technology partners and operations leaders.

• Gather business requirements define scope and support implementation planning in partnership with senior leadership.

• Facilitate workshops training sessions and change adoption activities to support process transitions.

Risk Compliance & Control Alignment

• Ensure all process changes align with regulatory expectations risk frameworks and internal policy requirements.

• Partner with risk compliance and audit teams to validate control effectiveness and document mitigations.

Performance Measurement & Reporting

• Define and track KPIs to measure effectiveness of process changes including cycle time accuracy cost efficiency and service-level outcomes.

• Produce clear reporting for leadership to inform operational and strategic decisionmaking.

Modernization & Strategic Alignment

• Contribute to modernization initiatives including system upgrades data integration improvements and AIenabled workflows consistent with 2026 financial services trends.

• Support customer-journey and experience-driven process enhancements aligned with evolving digital expectations.

Required Qualifications:

• 5-7 years of experience in process improvement operations or financial services.

• Experience leading process optimization or automation workstreams.

• Knowledge of financial operations service workflows and backoffice systems.

• Strong analytical and problemsolving skills; able to use data to evaluate processes.

• Solid understanding of Lean Six Sigma (LSS) process improvement methodologies and change management.

• Proficiency in process mapping tools and data analysis platforms.

• Excellent communication and facilitation skills.

• Ability to lead cross-functional teams in dynamic environments.

Preferred Qualifications

• Bachelors degree in business Engineering Operations or related field.

• Lean Six Sigma (Green Belt or higher) preferred.

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

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 .

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education/training. If you are applying for this role outside of the primary location please contact for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits including health dental mental health vision short- and long-term disability life and AD&D insurance coverage adoption/surrogacy and wellness benefits and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays vacation personal and sick days and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.