Operational Excellence Consultant
About this role
The Operational Excellence Consultant supports continuous improvement initiatives across MBPS by partnering with business stakeholders to identify, analyze, and implement process improvement opportunities. This role contributes to Manulife's mission by driving operational efficiency, improving service delivery, and supporting business performance through data-driven decision-making. The successful candidate will work on cross-functional projects, collaborate with diverse stakeholders, and help foster a culture of continuous improvement. This opportunity provides exposure to Operational Excellence methodologies, industry best practices, and professional development through training and project participation.
Position Responsibilities:
- Conduct process discovery and walkthrough sessions for operational and support processes.
- Gather, validate, and analyze information and data to support project objectives and deliverables.
- Identify process and performance gaps, quantify impacts, and recommend continuous improvement opportunities.
- Develop project deliverables including process maps, policies, procedures documentation, data analysis, charts, and management presentations.
- Support business process owners in implementing recommendations and tracking project benefits realization.
Required Qualifications:
- Minimum 3 years of combined experience in insurance and/or BPO customer service operations and process or performance improvement functions.
- Minimum 1 year of experience participating in process and performance improvement projects as a Business/Process/Data Analyst supporting customer service operations.
- Experience managing project stakeholders, facilitating meetings, delivering presentations, and developing project status reports.
- Bachelor’s degree in Industrial Engineering, Accountancy, Mathematics, Statistics, Business Management, Finance, or a related field.
- Strong verbal and written communication skills, interpersonal skills, and demonstrated passion for continuous learning.
Preferred Qualifications:
- Lean Six Sigma Green Belt Trained or Lean Six Sigma Yellow Belt Certified.
- Training in Operational Excellence, Problem Solving, Project Management, Lean, DMAIC, Design Thinking, Human-Centered Design (HCD), Agile, Scrum, and related methodologies.
- Experience supporting process and performance improvement projects within customer service operations and business support functions.
- Familiarity with BPO tools and systems such as NICE, Verint, IEX, CRM platforms, Ticketing Systems, Learning Management Systems, and Power BI.
- Experience working with global stakeholders and utilizing statistical analysis tools such as Minitab and SPC Excel.
When you join our team:
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
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 hr@manulife.com.
Working Arrangement
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