The Operational Excellence Consultant join our Operational Excellence team at MBPS. In this role, you are expected to conduct process discovery & walkthrough sessions for operational and/or support processes, identify process and/or performance gaps and opportunities, quantify impact of process gaps and/or performance misses and continuous improvement opportunities and support the business process owners in deploying the agreed recommendations measuring and tracking benefits of projects.

Position Responsibilities:

• Analytical support for transformation projects, ensuring data-driven decision-making.
• Provide technical training and coaching on broad Operational Excellence disciplines – i.e. Agile, Lean, Design Thinking, CI. OE workshops (e.g., Problem Solving tools and techniques, VSM, CJM, Scrum, CI workshops).
• Monitors project progress and provide insights, ensuring transformation initiatives are on track and delivered within agreed timeframes and budget.

Required Qualifications:

Extensive Experience in Process & Operations Excellence

• Over 20 years of demonstrated experience leading and implementing process excellence and operational excellence initiatives. Proven track record of driving large‑scale process improvements, operational transformation, efficiency gains, and performance optimization across complex organizations.

Strong Technical Integration Background

• Hands‑on technical experience with system integration, including APIs, middleware, or enterprise platforms. Ability to collaborate effectively with IT and engineering teams to translate business requirements into integrated technical solutions that support operational objectives.

Project Management Expertise (Required)

• Experience managing complex, cross‑functional projects from initiation through execution and delivery. Familiarity with project management methodologies, governance, risk management, and stakeholder coordination is considered a strong advantage.

Insurance Industry Experience (Mandatory)

• Deep knowledge of the insurance industry, including operational processes, regulatory considerations, and industry‑specific systems. Prior experience within insurance organizations is required to effectively navigate domain complexities and business needs.

On‑Site Work Requirement

• Willingness and ability to work on‑site at the Nex office, supporting close collaboration with leadership, operations, and cross‑functional teams.

Required Skills and Knowledge

• Knowledge of and hands-on application of Project Management frameworks and tools
• Project Management Training or Certification: PMP, Agile, Scrum, etc.
• Knowledge of and hands-on application of Operational Excellence, Problem Solving methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, VSM, Customer Journey Mapping, Visual Management, OE Maturity, etc.)
• Training for LEAN Six Sigma Blackbelt
• Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations.
• Ability to develop and facilitate management training and workshops geared towards mid-level and senior-level leaders.
• Advanced MS Office Skills
• Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.
• Excellent communication skills (verbal and written)
• Good interpersonal skills
• Strong negotiation and conflict resolution skills

Desired:

• 1. Management consulting experience
• 2. Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives
• 3. Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.)
• 4. Experience working with stakeholders across different geos, i.e., North America, Canada, Asia
• 5. Builds and leverages on network of OE professionals and or organizations in the industry and/or academe to keep abreast of best practices, industry developments, trends, issues, etc.

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].

Hybrid