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 bonuses

Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

Retirement savings benefit

Rewarding culture that values wellness and well-being

Performance Bonus

Global network of industry experts

Extensive training resources

Job Description:

We’re looking for a Operational Excellence Consultant to join our Operational Excellence 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.

Key Responsibilities:

Execute the operational excellence projects assigned by the Operational Excellence Director

Scope 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 approach

Perform process discovery sessions and data analyses that are appropriate and sufficient in order to deliver the project objectives

Design structured approaches and processes based on the GBS Operational Excellence Framework

Use 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

Develop 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 timelines

Present results of Baseline Review to stakeholders to discuss key opportunities and recommendations

Manage stakeholder expectations through appropriate engagement and timely status reporting on operational excellence projects

Support tracking of benefits and document performance improvement from deployed Operational Excellence projects

Participate in LEAN Sigma workshops and provide support to operations leaders and/or process experts during their LEAN Six Sigma projects

Cultivate 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.

Qualifications:

At least 3-5 years 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

Knowledge of BPO operations management concepts, understanding of common BPO output metrics and the related CTQs, knowledge of business process management concepts

Advanced MS Excel Skills

Knowledge of Basic Statistics and ability to perform basic data analysis

Ability to identify process gaps and performance improvement opportunities leveraging on skills and experience leading BPO operations

Excellent written and verbal communication skills

Nice to Have:

Insurance industry experience

Experience implementing process and performance improvement projects (BPO Industry)

Certified COPC Implementation Leader

LEAN Six Sigma Certification

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 in developing & facilitating management trainings

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