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. 

Hybrid

Job Description

Key Roles & Responsibilities:

• Conduct process discovery & walkthrough sessions for operational and/or support processes and gather adequate information and data to support the project objectives
• Validate information and data used for developing project deliverables, identify process and/or performance gaps and opportunities, quantify impact of process gaps and/or performance misses and continuous improvement opportunities
• Develop project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc., support the business process owners in deploying the agreed recommendations measuring and tracking benefits of OE projects
• Build good working relationships with project stakeholders.
• 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.

Qualifications:

• 5 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.
• 2 years hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)
• At least 2 years 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.), 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 company values & culture
• LEAN Six Sigma Greenbelt Trained. 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.
• Advanced MS Excel skills and Powerpoint skills. Ability to conduct advanced data analysis and create charts
• Ability to conduct end to end process discovery & walkthrough sessions and identify process and/or performance gaps and opportunities and to quantify impact of process gaps and/or performance misses and continuous improvement opportunities. 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

Nice to Have Skills:

• Project management skills
• Agile Certification/ Scrum Certification
• Strong negotiation and conflict resolution skills
• Experience in a leadership role, i.e., team leader, supervisor, etc.
• Management consulting and Project management experience
• 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

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 [email protected].