Operations Excellence Consultant

The Transformation and Operational Excellence Consultant should have a strong background in emerging technologies to support our journey toward a more agile, data-driven, digital, and customer-centric insurance organization. This role will focus on identifying and implementing innovative solutions that streamline operations, enhance customer experience, and future-proof our business in a rapidly evolving insurance landscape.

Position Responsibilities:

Operational Excellence in Insurance

• Analyze and optimize core insurance processes (e.g., underwriting, claims, policy administration, customer service) using Lean, Six Sigma, and Agile methodologies.
• Identify inefficiencies and design scalable solutions to improve turnaround times, reduce costs, and enhance service quality.
• Develop and track KPIs to measure operational performance and transformation impact.

Digital Transformation & Emerging Tech Integration

• Evaluate and implement emerging technologies such as AI/ML for risk assessment, RPA for claims automation, and other digital solutions to optimize policy verification.
• Collaborate with IT, COEs and business teams to pilot and scale digital initiatives across the insurance value chain.
• Stay abreast of Insurtech trends and regulatory developments to inform innovation strategies.

Data Analytics & Insight Generation

• Leverage data analytics tools to uncover insights from customer behavior, claims trends, and operational data.
• Build dashboards and visualizations to support data-driven decision-making across departments. Change Management & Stakeholder Engagement
• Support change initiatives to ensure smooth adoption of new technologies and processes.
• Facilitate workshops to identify improvement opportunities and align stakeholders
• Help build transformation capabilities across the organization.

Required Qualifications:

• Bachelor's degree in Business, Information Systems, or related field
• 3–5 years of experience in operational excellence, transformation, or digital innovation within the insurance or financial services industry.
• Strong understanding of insurance operations and regulatory environment.
• Familiarity with emerging technologies relevant to insurance (e.g., AI, RPA, IoT, OCR, and Blockchain).
• Proficiency in data tools such as Power BI, Tableau, SQL, or Python.
• Certifications in Lean Six Sigma, Agile, or project management (e.g., PMP) are a plus.

Preferred Skills:

• Experience with insurance processes and platforms
• Experience in agile project delivery and digital solution deployment.
• Knowledge of customer journey mapping and experience design and automation opportunity assessment in insurance.
• Familiarity with automation platforms (e.g., UiPath, Blue Prism).
• Knowledge of cloud platforms (e.g., AWS, Azure) and API integrations.
• Understanding of regulatory compliance and data privacy in insurance.

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].