Director, Operational Excellence – Asia Ops Transformation

The Operational Excellence Director is a key role within the organization that will lead and be responsible for large transformational initiatives. Functionally reporting to the AVP Head of Asia Operations Excellence and locally to MBPS AVP Head of Transformation and Operational Excellence the role will support the Asia Operations Transformation team to deliver sustainable improvement in efficiency cost and performance. This is a high-impact role within Manulife very visible at the leadership level and requires an individual with outstanding leadership skills including high emotional intelligence stakeholder management partnership and collaboration skills.

Position Responsibilities:

• Analytical support for transformation projects ensuring data-driven decision-making.
• Provide technical training and coaching on broad Operational Excellence disciplines i.e. Agile Lean Design Thinking CI. OE workshops (e.g. Problem Solving tools and techniques VSM CJM Scrum CI workshops).
• Monitor project progress and provide insights ensuring transformation initiatives are on track and delivered within agreed timeframes and budget.
• Conduct end to end process discovery & walkthrough sessions for operational and/or support processes identify process and/or performance gaps and opportunities quantify impact of process gaps and/or performance misses and continuous improvement opportunities
• Support the business process owners in deploying the agreed recommendations measuring and tracking benefits of projects.
• Provide direction consultancy and support to the business leaders to identify new opportunities which can be converted into initiatives.
• Partner with the segments and functions to identify and deliver on initiatives required to achieve efficiency targets.
• In partnership with other members lead and oversee the transformation initiatives reporting on schedule budget scope quality risks/issues/dependencies and benefit realization.
• Provide visibility and clarity of the delivery of the progress and financial performance of the transformation initiatives.
• Ensure that results are sustainable by embedding continuous improvement frameworks and processes to sustain the change over the medium to long-term horizon.
• Maintain regular and effective communication regarding the progress of transformation initiatives ensuring that all collaborators are informed
• Share accountability for the success of transformation initiatives ensuring they are delivered on time within scope budget and desired outcomes. Supervise projects to ensure successful completion within specified time frames and budgets maintaining optimal performance. Identify and raise issues when necessary suggesting solutions to maintain project progress.

Required Qualifications

Education & Certification

• University degree. Equivalent experience in a relevant field would be advantageous along with an MBA or other post-graduate education.
• Six Sigma Blackbelt
• Project Management Training / Certification: PMP Agile Scrum

Experience

• 20 years of demonstrated experience leading and implementing process excellence and operational excellence initiatives.
• Proven track record of driving largescale process improvements operational transformation efficiency gains and performance optimization across complex organizations.
• Handson technical experience with automation system integration including APIs middleware or enterprise platforms. Ability to collaborate effectively with IT and engineering teams to translate business requirements into integrated technical solutions that support operational objectives.

• Deep knowledge of the insurance industry including operational processes regulatory considerations and industryspecific systems. Prior experience within insurance organizations is required to effectively navigate domain complexities and business needs.
• Experience managing complex crossfunctional projects from initiation through execution and delivery. Familiarity with project management methodologies governance risk management and stakeholder coordination is considered a strong advantage.

Technical Skills

• Handson technical experience with system integration including APIs middleware or enterprise platforms. Ability to collaborate effectively with IT and engineering teams to translate business requirements into integrated technical solutions that support operational objectives.
• Knowledge of and hands-on application of Project Management frameworks and tools with Project Management Training or Certification: PMP Agile Scrum etc.
• Knowledge of and hands-on application of Operational Excellence Problem Solving methodologies and tools (LEAN DMAIC Data Analysis HCD Design Thinking VSM Customer Journey Mapping Visual Management OE Maturity etc.)
• Advanced MS Office Skills and use of statistical tools for data analysis i.e. Power Bi Minitab SPC Excel etc.

Leadership and Soft Skills

• Willingness and ability to work onsite at the Nex office supporting close collaboration with leadership operations and crossfunctional teams.
• Ability to influence & lead senior leaders in decision-making through insightful data-driven and value-added recommendations.
• Ability to develop and facilitate management training and workshops geared towards mid-level and senior-level leaders.
• Excellent communication and interpersonal skills
• Strong negotiation and conflict resolution skills

Preferred Qualifications:

Technical Skills

• 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 .