Operational Excellence Consultant (AI COE)

The Operational Excellence Consultant join our Operational Excellence this role you are expected to conduct 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 and support the business process owners in deploying the agreed recommendations measuring and tracking benefits of projects.

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).
• Monitors project progress and provide insights ensuring transformation initiatives are on track and delivered within agreed timeframes and budget.

Required Qualifications:

Extensive Experience in Process & Operations Excellence

• Over 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.

Strong Technical Integration Background

• 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.

Project Management Expertise (Required)

• 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.

Insurance Industry Experience (Mandatory)

• 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.

OnSite Work Requirement

• Willingness and ability to work onsite at the Nex office supporting close collaboration with leadership operations and crossfunctional teams.

Required Skills and Knowledge

• Knowledge of and hands-on application of Project Management frameworks and tools
• 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.)
• Training for LEAN Six Sigma Blackbelt
• 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.
• Advanced MS Office Skills
• Use of statistical tools for data analysis i.e. Minitab SPC Excel etc.
• Excellent communication skills (verbal and written)
• Good interpersonal skills
• Strong negotiation and conflict resolution skills

Desired:

• 1. Management consulting experience
• 2. Experience leading large cross-functional organization-wide multi-site transformation and/or process and performance improvement initiatives
• 3. Familiarity with commonly used BPO tools and systems (i.e. Nice Verint IEX ACD CRM Ticketing Systems Knowledgebase Learning Management Systems Power BI etc.)
• 4. Experience working with stakeholders across different geos i.e. North America Canada Asia
• 5. 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.

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 .