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 [email protected].
Working Arrangement
Skills Required
- 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.
- 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, Agile, Scrum, and related methodologies.
- 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.
Manulife Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Manulife and has not been reviewed or approved by Manulife.
-
Healthcare Strength — Healthcare coverage is portrayed as comprehensive, spanning medical, dental, prescription drugs, vision, critical illness, and short- and long-term disability. Mental-health support is emphasized via EAP-style services and high annual coverage limits in some regions, alongside wellness programs and navigation tools.
-
Retirement Support — Retirement offerings are positioned as a meaningful part of total rewards, including group RRSP/defined contribution pension options and employer matching in some cases. Ownership-related programs such as share purchase/stock options are also described as available for eligible employees.
-
Flexible Benefits — Benefits are described as robust and flexible, with customizable packages and spending-account style options in some plans. Digital tools (mobile app/claims) and reward-linked wellness programs are framed as making benefits easier to use and more engaging.
Manulife Insights
What We Do
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration. Visit www.Manulife.com to find out more. For Manulife terms of use, please visit http://bit.ly/SM_Terms
