Job Description:

We’re looking for a Senior Transformation Analyst join our Operational Excellence team at MBPS. In this role, you are expected to conduct process discovery & walkthrough sessions for operational and/or support processes, identify process and/or performance gaps and opportunities, quantify impact of process gaps and/or performance misses and continuous improvement opportunities and support the business process owners in deploying the agreed recommendations measuring and tracking benefits of projects.

Minimum Hiring Requirements - Knowledge & Skills

1. Knowledge of and hands-on application of Project Management frameworks and tools

2.Project Management Training or Certification: PMP, Agile, Scrum, etc.

3. Knowledge of and hands-on application of Operational Excellence, Problem Solving methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, VSM, Customer Journey Mapping, Visual Management, OE Maturity, etc.)

4. Training for LEAN Six Sigma Blackbelt

5. Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations.

6. Ability to develop and facilitate management trainings and workshops geared towards mid-level and senior-level leaders.

7. Advanced MS Office Skills

8. Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.

9. Excellent communication skills (verbal and written)

10. Good interpersonal skills

11. Strong negotiation and conflict resolution skills

Desired:

1. Certified COPC Implementation Leader Knowledge and experience with Insurance Contact Center and Back-Office Operations
2.. Certified LEAN Six Sigma Blackbelt

Minimum Hiring Requirements – Experience

1. 5 years combined experience in leading process engineering, optimization & performance improvement projects, operational management and management of key support functions in the insurance and/or BPO industry.

2. At least 2 years experience in leading process & performance improvement projects for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.)

3. At least 3 years Project management experience At least 2 years experience in managing stakeholders in senior leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating management meetings, etc.

4. At least 2 years experience in developing and facilitating management trainings and workshops on various Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)

5. Demonstrated strong passion for continuous learning

6. At least 2 years experience as OE Consultant, Coach or Manager

7. Alignment with Manulife Values & Culture

Desired:

1. Management consulting experience

2. Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives

3. Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.)

4. Experience working with stakeholders across different geos, i.e., North America, Canada, Asia

5. Builds and leverages on network of OE professionals and or organizations in the industry and/or academe to keep abreast of best practices, industry developments, trends, issues, etc.

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