Operations Excellence Consultant

The Operations Excellence Consultant will focus on Internal Opportunities (same process) and bottom-up initiatives (Kaizen) assigned per functions. 

Project / Service Delivery 

• Responsible for executing the tasks assigned by the project manager which generally entail: conducting process discovery & walkthrough sessions for operational and/or support processes.
• Gathering adequate information and data to support the project objectives
• Validating information and data used for developing project deliverables.
• Identifying process and/or performance gaps and opportunities
• Quantifying impact of process gaps and/or performance misses and continuous improvement opportunities
• Developing project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc.  supporting the business process owners in deploying the agreed recommendations
• Measuring and tracking benefits of OE projects 

Stakeholder Management 

• Build good working relationships with project stakeholders. 

Operational Excellence Champion 

• Cultivate a continuous improvement culture and critical thinking in the organization by participating in OE Forums with offshore Business Partners, 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. 
• Participate in LEAN Six Sigma workshops and other OE trainings. 

People Leader 

• 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, Risk Management, etc. 

Note: 

This is an individual contributor role. 

Minimum Hiring Requirements - Knowledge & Skills 

• Knowledge of Insurance operations
• Knowledge of BPO Industry, Contact Center and Back-Office Operations
• Knowledge of common contact center and back-office metrics 
• Advanced MS Excel skills
• Advanced PowerPoint skills
• Ability to conduct end to end process discovery & walkthrough sessions 
• Ability to identify process and/or performance gaps and opportunities 
• Ability to quantify impact of process gaps and/or performance misses and continuous improvement opportunities 
• Ability to conduct basic data analysis and create charts 
• Ability to develop high quality project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc. 
• Excellent communication skills (verbal and written) 
• Good interpersonal skills 

Minimum Hiring Requirements – Experience 

• 3 years combined experience working in insurance and/or BPO customer service operations and in process or performance improvement teams.
• Graduate of any of the following courses: Industrial Engineering, Accountancy, BS Math / Statistics, Business Management, Finance related course 
• At least 1 year experience participating in process & performance improvement projects as Business/Process/Data Analyst for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.) 
• At least 1 year experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc.
• Demonstrated strong passion for continuous learning 
• Alignment with Manulife Values & Culture 

Desired: 

• LEAN Six Sigma Greenbelt Trained or LEAN Six Sigma Yellowbelt Certified
• Training on Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.). 
• Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.  Familiarity with Agile Mindset & Frameworks (i.e., Scrum)
• Strong negotiation and conflict resolution skills 
• Experience in a leadership role, i.e., team leader, supervisor, etc. 
• Management consulting experience 
• Experience participating in process & performance improvement projects for key support functions such as: recruitment, training, quality, customer experience management, forecasting, capacity planning, scheduling, real-time management, transitions, SLA Management, Client Management, Reporting, etc. 
• 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 working with stakeholders across different geos, i.e., North America, Canada, Asia 
• Experience working remotely, i.e., staff working from home or working with colleagues located at other geo locations 

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].