Operations Excellence Consultant

The Operations Excellence Consultant will support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects.

Position Responsibilities:

• Execute the operational excellence projects assigned by the Operational Excellence Director
• Scope of 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 process re-engineering projects typically include but are not limited to: operational process & performance management, 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.
• Provide value-added recommendations during the delivery of projects by leveraging on industry and technical expertise and guided by the GBS Operational Excellence Framework
• Develop project deliverables including status reports, Process Maps, Data Analysis, Baseline Review Management Readout, , Implementation Plan, etc.
• Complete high quality project deliverables within the defined project timelines
• Validate Baseline Review Results with stakeholders to confirm 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

Ambassador for Operational Excellence Culture in GBS

• Support the updating of the GBS Operational Excellence Framework
• Be a consultant for operations leaders to help them deploy the GBS Operational Excellence Framework within their respective teams
• 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.

Other Roles:

• Model the MBPS Values in Action as well as other corporate governance & compliance policies such as but not limited to: Code of Employee Discipline, Data Privacy, Information Security, etc.

Required Qualifications:

• At least 3 yrs combined experience in any of the following roles: Operations leadership role (Supervisor), Sr. Analyst or Supervisor in any of the following key support functions: Process and Performance Improvement Consulting, Recruitment, Training, Quality, Workforce Management, Reporting, Finance
• 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
• LEAN Six Sigma Training

Preferred Qualifications:

• Insurance industry experience
• Experience implementing process and performance improvement projects (BPO Industry)
• LEAN Six Sigma Certification (Green belt)
• Certified COPC Implementation Leader or Proficient in COPC High Performance Management Techniques (HPMT)
• 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

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].