Operational Excellence Senior Consultant

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.

JOB DESCRIPTION

Will focus on top-down cross-functional and may require Onshore-Offshore collaborative initiatives.

Key Responsibilities

• Lead and execute crossfunctional topdown Operational Excellence initiatives including onshoreoffshore collaboration when applicable
• Conduct endtoend process discovery walkthroughs and deepdive analyses for operational and support processes
• Identify analyze and quantify process inefficiencies performance gaps and continuous improvement opportunities using advanced analytical techniques
• Develop highquality deliverables such as process maps policies procedures analytical models charts and executivelevel management readouts
• Apply Lean Six Sigma DMAIC and other improvement frameworks to design and recommend sustainable solutions
• Support business process owners in implementing agreed recommendations and change initiatives
• Measure track and validate benefits realization of Operational Excellence projects
• Build and manage strong working relationships with diverse and senior stakeholders across functions and geographies
• Actively contribute to Operational Excellence communities of practice forums and knowledge sharing by providing best practices case studies and insights on new tools and trends
• Rolemodel organizational values compliance standards and governance policies at all times

Job Requirements

• Strong expertise in Operational Excellence process improvement and problemsolving methodologies
• Ability to independently manage complex improvement initiatives with minimal supervision
• Advanced data analysis and statistical problemsolving skills including use of related tools
• Proven ability to influence and engage senior stakeholders through clear communication and datadriven insights
• Excellent verbal written and presentation skills
• Comfortable working in crossfunctional matrixed and multigeography environments

Experience
Minimum Requirement:

• At least 3 years of combined experience in operational management support functions or leading process and performance improvement projects within the insurance and/or BPO industry

• Minimum 2 years of handson application of Operational Excellence problemsolving and project management methodologies (e.g. Lean DMAIC Data Analysis Agile Scrum)
• At least 2 years experience participating in or leading process and performance improvement projects as a Business Process or Data Analyst in customer service backoffice or shared services environments
• Demonstrated experience in managing project stakeholders including facilitating meetings delivering formal presentations and developing status reports

Desired:

• 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 Familiarity with commonly used BPO back-office tools and systems
• 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

Knowledge & Skills
Minimum Requirement:

• Knowledge of Insurance operations
• Knowledge in 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
• 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:

• 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 .