Operations Excellence Sr Consultant

Key Roles & Responsibilities:

Overview

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

Project / Service Delivery

• Responsible for executing the tasks assigned by the project manager whichgenerally 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

identifyingprocess and/or performance gaps and opportunities

quantifying impact of process gaps and/or performance misses and continuous improvement opportunities

Developingproject deliverables such as process maps policy processes andproceduresdocumentation 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 byparticipatingin OE Forums with offshore Business Partners activelyparticipatingin the GBS Operational Excellence Community ofPracticeand sharing industry best practices case studies implementation tipsnew trendsand tools in Operational Excellence etc.

• Participate in LEAN Six Sigma workshops and other OE trainings.

People Leader

• Model the MBPS Values in Action as well as other corporate governance & compliance policies such as but not limited to: Code of Employee Discipline Data Privacy Information Security Risk Management etc.

Note:

This is an individual contributor role.

Minimum Hiring Requirements - 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 analysisi.e.Minitab SPC Excel etc.

Ability to conductend to endprocess discovery & walkthrough sessions

Ability toidentifyprocess 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 andproceduresdocumentation 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 rolei.e.team leader supervisor etc.

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.

2yearshands-on application of Operational Excellence Problem Solving and Project Management frameworksmethodologiesand tools (LEAN DMAIC Data Analysis HCD Design Thinking Agile Scrum etc.)

At least 2yearsexperienceparticipatingin 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 2yearsexperiencein managing project stakeholdersi.e.deliveringformal presentations developing status reportsfacilitatingproject meetings etc.

Demonstrated strong passion for continuous learning

Alignment with Manulife Values & Culture

Desired:

Management consulting experience

Experienceparticipatingin process & performance improvement projects for key support functionssuch as:recruitment training quality customer experience managementforecasting capacity planning scheduling real-time management transitions SLA Management Client Management Reporting etc.

Project management experience

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 geosi.e.North America Canada Asia

Experience working remotelyi.e.staff working from home or working with colleagueslocatedat other geo locations