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 which generally 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
• identifying process and/or performance gaps and opportunities
• quantifying impact of process gaps and/or performance misses and continuous improvement opportunities
• Developing project deliverables such as process maps, policy, processes and procedures documentation, 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 stakeholder s.

Operational Excellence Champion

• Cultivate a continuous improvement culture and critical thinking in the organization by participating in OE Forums with offshore Business Partners, actively participating in the GBS Operational Excellence Community of Practice and sharing industry best practices, case studies, implementation tips, new trends and 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 analysis, i.e., Minitab, SPC Excel, etc.
• 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.

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.

2 years hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)

At least 2 years experience participating in 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 2 years experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc.

Demonstrated strong passion for continuous learning

Alignment with Manulife Values & Culture

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 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

Experience working remotely, i.e., staff working from home or working with colleagues located at other geo locations

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 https://www.manulife.com/en/about/our-story.html .

Manulife 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 hr@manulife.com .

Working Arrangement

Hybrid