**_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_** **Tentang Manulife dan John Hancock** Manulife Financial Corporation adalah grup layanan keuangan internasional yang membantu memudahkan keputusan dan membuat hidup lebih baik bagi nasabah. Dengan kantor utama kami di Toronto, Kanada, kami beroperasi sebagai Manulife di seluruh kantor kami di Asia, Kanada, dan Eropa, serta utamanya sebagai John Hancock di Amerika Serikat. Kami menyediakan nasihat keuangan, asuransi, serta solusi manajemen kekayaan dan aset untuk individu, grup, dan lembaga. Pada akhir tahun 2022, kami memiliki lebih dari 40.000 karyawan, lebih dari 116.000 agen, dan ribuan mitra distribusi yang melayani lebih dari 34 juta nasabah. Pada akhir tahun 2022, kami memiliki $1,3 triliun (US$1,0 triliun) dalam aset yang dikelola dan administrasi, termasuk total aset yang diinvestasikan sebesar $0,4 triliun (US$0,3 triliun), dan aset bersih dana terpisah sebesar $0,3 triliun (US$0,3 triliun). Kami terdaftar dengan kode ‘MFC’ di bursa efek Toronto, New York, dan Filipina, serta ‘945’ di bursa efek Hong Kong. **Manulife adalah Perusahaan dengan Kesetaraan Kesempatan Kerja** Di Manulife/John Hancock, kita merayakan keragaman. Kita berusaha menarik, mengembangkan, dan mempertahankan tenaga kerja yang sama beragamnya dengan nasabah yang kita layani dan untuk mengembangkan lingkungan kerja inklusif yang menerima kekuatan budaya dan individu. Kita berkomitmen untuk melaksanakan rekrutmen, retensi, peningkatan, dan kompensasi secara adil, dan kita mengatur semua praktik dan program tanpa adanya diskriminasi. Baik itu diskriminasi karena ras, keturunan, tempat asal, warna kulit, asal etnis, kewarganegaraan, agama atau keyakinan agama, kepercayaan, jenis kelamin (termasuk kehamilan dan kondisi terkait kehamilan), orientasi seksual, karakteristik genetika, status veteran, identitas gender, ekspresi gender, usia, status pernikahan, status keluarga, disabilitas, maupun alasan lain yang dilindungi oleh hukum yang berlaku. Menyediakan akses hubungan kerja yang adil merupakan prioritas utama kita. Seorang perwakilan Human Resources akan bekerja dengan pelamar yang meminta akomodasi yang wajar selama proses lamaran kerja.  Seluruh informasi yang dibagikan selama proses permohonan akomodasi akan disimpan dan digunakan dengan cara yang sesuai dengan hukum dan kebijakan Manulife/John Hancock yang berlaku.  Untuk meminta akomodasi yang wajar selama proses lamaran kerja, silakan hubungi recruitment@manulife.com . **Working Arrangement** Kombinasi