Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

Competitive Salary packages and performance bonusesDay 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)Retirement savings benefitRewarding culture that values wellness and well-beingPerformance BonusGlobal network of industry expertsExtensive training resources

Job Description:

We’re looking for a Operational Excellence Consultant to join our [insert function] team at MBPS. In this role, you are expected to support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

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 approachDesign 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 projects

Qualifications:

At least 5 yrs of Process and Performance Improvement Consulting, Business process reengineering, Change Management, Project Management or Business Intelligence and AnalyticsAmenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)Experience implementing projects related to process and performance improvement, business process reengineering, change management and project managementLEAN Six Sigma Certification (Certified Lean Six Sigma Green Belt)Familiarity with commonly used BPO tools and systems (i.e. Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power Bi, Azure, Microsoft Power Platforms etc.)Experience in developing & facilitating management trainingsKnowledge 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 skillsAmenable to work on a mid shift schedule.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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