Key Roles & Responsibilities: 

Overview 

• 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 

Knowledge of 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 

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. 

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: 

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