We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

We’re looking for a Operational Excellence Consultant to join our Operational Excellence team at MBPS. In this role, you are expected to focus on Internal Opportunities and bottom-up initiatives assigned per functions.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

1. 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

2. Build good working relationships with project stakeholders.

3. 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.

4. Model the company's 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.

Qualifications:

• 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.) and 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

• Excellent communication skills (verbal and written) Good interpersonal skills

Nice to Have Skills:

• LEAN Six Sigma Greenbelt Trained or LEAN Six Sigma Yellow belt Certified

• Training on Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.).

• 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

• 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.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .