**_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 **Transformation & Operations Excellence Coach** to join our Operational Excellence team at MBPS. In this role, you are expected to offer technical training and coaching on the Operational Excellence broad disciplines and assist to develop the capability for Operational Excellence augmented resources in service/business lines for self-managed teams. Have the skills and knowledge for the job? Learn more about the opening below! **Key Roles & Responsibilities:** + **Project Delivery Oversight** : Ensure all squad projects use the appropriate Operational Excellence frameworks, performance improvement methodologies, problem-solving tools, and data analysis techniques. + **Technical Mentorship** : Provide detailed guidance and mentorship to Operational Excellence consultants to ensure proper application of project management frameworks and tools. + **Internal Collaboration** : Work collaboratively within the team to identify focus areas aligned with overall Service Delivery goals. + **Training Implementation** : Implement and facilitate Operational Excellence and Agile training plans, standards, and procedures, including management trainings and awareness sessions for leaders. + **Professional Development** : Identify skill gaps among consultants and support their development through structured learning plans, regular feedback, coaching, and performance evaluations. **Qualifications:** + Must have at least 5 - 7 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry + At least 3-5 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.) + Must be LEAN Six Sigma **Blackbelt Certified** + Excellent communication, interpersonal, negotiation, conflict resolution, and coaching skills; adept at influencing senior leaders through data-driven recommendations and strong client management capabilities. + Over 2 years managing senior leadership stakeholders, delivering presentations, developing executive reports, and facilitating management meetings. **Desired:** + **Certifications** : Certified COPC Implementation Leader. + **Consulting and Leadership Experience** : Experience in management consulting and leading large, cross-functional, multi-site transformation, and process improvement initiatives. + **Familiarity with BPO Tools and Systems** : Knowledge of commonly used BPO tools and systems such as Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc. + **Global Stakeholder Management** : Experience working with stakeholders across different regions, including North America, Canada, and Asia. + **Industry Networking** : Ability to build and leverage a network of Operational Excellence professionals and organizations to stay updated on best practices, industry developments, trends, and issues. **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