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

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 Transformation & Operations Excellence Coach to join our Operational Excellence team at MBPS. In this role, you are expected to offer technical training and coaching on the Operational Excellence broad disciplines and assist to develop the capability for Operational Excellence augmented resources in service/business lines for self-managed teams.

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

Key Roles & Responsibilities:

• Project Delivery Oversight: Ensure all squad projects use the appropriate Operational Excellence frameworks, performance improvement methodologies, problem-solving tools, and data analysis techniques.
• Technical Mentorship: Provide detailed guidance and mentorship to Operational Excellence consultants to ensure proper application of project management frameworks and tools.
• Internal Collaboration: Work collaboratively within the team to identify focus areas aligned with overall Service Delivery goals.
• Training Implementation: Implement and facilitate Operational Excellence and Agile training plans, standards, and procedures, including management trainings and awareness sessions for leaders.
• Professional Development: Identify skill gaps among consultants and support their development through structured learning plans, regular feedback, coaching, and performance evaluations.

Qualifications:

• Operational and Project Management Experience: Over 5 years in operational management and key support functions, with at least 3 years in project management and 2 years leading process and performance improvement projects in insurance or BPO industries.
• Leadership and Stakeholder Management: Over 2 years managing senior leadership stakeholders, delivering presentations, developing executive reports, and facilitating management meetings.
• Training and Development: At least 2 years developing and facilitating management training and workshops on Operational Excellence, Problem Solving, and Project Management frameworks (LEAN, DMAIC, Agile, Scrum, etc.).
• Certifications and Technical Skills: Certified LEAN Six Sigma Blackbelt, proficient in project management (PMP, Agile, Scrum), advanced MS Excel and PowerPoint skills, and knowledge of statistical tools for data analysis (Minitab, SPC Excel).
• Soft Skills and Business Acumen: Excellent communication, interpersonal, negotiation, conflict resolution, and coaching skills; adept at influencing senior leaders through data-driven recommendations and strong client management capabilities.

Desired:

• Certifications: Certified COPC Implementation Leader.
• Consulting and Leadership Experience: Experience in management consulting and leading large, cross-functional, multi-site transformation, and process improvement initiatives.
• Familiarity with BPO Tools and Systems: Knowledge of commonly used BPO tools and systems such as Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.
• Global Stakeholder Management: Experience working with stakeholders across different regions, including North America, Canada, and Asia.
• Industry Networking: Ability to build and leverage a network of Operational Excellence professionals and organizations to stay updated on best practices, industry developments, trends, and issues.

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].