Primary roles & responsibilities:

 

Support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects.

 Execute the operational excellence projects assigned by the Operational Excellence DirectorScope of operational excellence projects involving performance improvement typically include but may not be limited to the following key operational metrics: CSAT, tNPS, Service Level, TAT, Backlog, AHT, APT, Productivity, Utilization, Costs, Quality, etc.Scope of operational excellence projects involving process development and design, process improvement/ re-engineering and process deployment typically include but are not limited to: operational management standards, training & skills verification for key frontline staff, workforce management, quality & transaction monitoring, etc.Identify key opportunities through a data-driven Baseline Review using the GBS Operational Excellence Assessment approachPerform process discovery sessions and data analyses that are appropriate and sufficient in order to deliver the project objectivesDesign structured approaches and processes based on the GBS Operational Excellence FrameworkUse the appropriate framework and tools to improve identified process and performance issues/opportunities such as the GBS Operational Excellence Framework, DMAIC, 7 Quality Tools, Statistical Analysis, A3, Design Thinking, etc.Leverage on industry & technical expertise and on the GBS Operational Excellence Framework to provide value-added recommendations during the delivery of projectsDevelop project deliverables including status reports, Baseline Review Management Readout, Process Maps, Data Analysis, Implementation Plan, etc.Complete high quality project deliverables within the defined project timelinesPresent results of Baseline Review to stakeholders to discuss key opportunities and recommendationsManage stakeholder expectations through appropriate engagement and timely status reporting on operational excellence projectsSupport tracking of benefits and document performance improvement from deployed Operational Excellence projects 

 

Ambassador for Operational Excellence Culture in GBS

 Support the updating of the GBS Operational Excellence FrameworkBe a consultant for operations leaders to help them deploy the GBS Operational Excellence Framework within their respective teamsParticipate in LEAN Sigma workshops and provide support to operations leaders and/or process experts during their LEAN Six Sigma projectsCultivate a continuous improvement culture and critical thinking in the organization by 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. 

Other Roles

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, etc.

 

Minimum Hiring Requirements

 

Knowledge and Skills

Knowledge of BPO operations management conceptsUnderstanding of common BPO output metrics and the related CTQsKnowledge of business process management conceptsAdvanced MS Excel SkillsKnowledge of Basic Statistics and ability to perform basic data analysisAbility to identify process gaps and performance improvement opportunities leveraging on skills and experience leading BPO operationsExcellent written and verbal communication skills 

Experience & Qualification

Experience in Finance and accounting role is preferred. CPA is an advantageAt least 3 yrs combined experience in any of the following roles: Operations leadership role (Supervisor and above), Sr. Analyst or Supervisor in any of the following key support functions: Process and Performance Improvement Consulting, Recruitment, Training, Quality, Workforce Management, Reporting 

Desired

Insurance industry experienceExperience implementing process and performance improvement projects (BPO Industry)Certified COPC Implementation LeaderLEAN Six Sigma CertificationFamiliarity with commonly used BPO tools and systems (i.e. Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power Bi, etc.)Experience in developing & facilitating management trainings

When you join our team:

We’ll empower you to learn and grow the career you want.We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.As part of our global team, we’ll 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 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 recruitment@manulife.com.

Working Arrangement

Hybrid