Key Roles & Responsibilities: 

Overview 

• Will offer technical training and coaching on the OE broad disciplines – i.e. Agile, Lean, Design Thinking, CI. OE workshops (e.g., Problem Solving tools and techniques, VSM, CJM, Scrum, CI workshops).  

• The function will also assist to develop the capability for OE augmented resources in service/business lines for self-managed teams. 

Project / Service Delivery 

• Responsible for ensuring that all projects delivered by the squad employ the right project management framework and tools, performance improvement methodology, problem solving tools and techniques, data analysis, etc. 

• Provide technical mentorship and detailed guidance to OE consultants within the squad to ensure that the agreed project management framework and tools, performance improvement methodology, problem solving tools and techniques, data analysis, etc. have been applied correctly in order to meet the project objectives. 

• Collaborate internally within the team to help identify focus areas that are aligned with Service Delivery overall goals. 

Stakeholder Management 

• Build strong relationships with offshore business partners and project stakeholders. 

Operational Excellence Champion 

• Cultivate a continuous improvement culture and critical thinking in the organization by leading 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. 

• Implement and rollout Operational Excellence and Agile training plans, standards and procedures. 

• Develop & facilitate management trainings and awareness sessions to educate leaders on Operational Excellence concepts, frameworks, and tools. 

• Conduct LEAN Six Sigma workshops and provide mentorship to operations leaders and/or process experts. 

• Coach leaders (Function Leads) in running mature operations. 

People Leader 

• Identify technical skill gaps of consultants within the assigned squad and support their professional development through a structured, formal learning plan and regular feedback & coaching. 

• 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: 

Although this is an individual contributor role, the Coach is responsible for providing performance evaluation assessments for consultants within the assigned squad specific to their demonstration of technical knowledge & application of technical skills during their project delivery. 

Minimum Hiring Requirements - Knowledge & Skills 

Knowledge of Insurance operations 

Knowledge of and hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, VSM, Customer Journey Mapping, Visual Management, OE Maturity, etc.) 

Knowledge of BPO Industry 

Knowledge of Contact Center and Back-Office Operations 

Certified LEAN Six Sigma Blackbelt 

Knowledge of operations management and with business acumen 

Project management skills 

Advanced MS Excel skills 

Advanced PowerPoint skills 

Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc. 

At least 1 Project Management Certification: PMP, Agile, Scrum, etc. 

Excellent communication skills (verbal and written) 

Good interpersonal skills 

Strong negotiation and conflict resolution skills 

Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations. 

Client management skills 

Ability to develop and facilitate management trainings and workshops geared towards mid-level and senior-level leaders. 

Excellent coaching skills 

Desired: 

Certified COPC Implementation Leader 

Minimum Hiring Requirements – Experience 

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. 

At least 2 years experience in leading process & performance improvement projects for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.) 

At least 2 years experience in leading 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. 

At least 3 years Project management experience 

At least 2 years experience in managing stakeholders in senior leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating management meetings, etc. 

At least 2 years experience in developing and facilitating management trainings and workshops on various Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.) 

Demonstrated strong passion for continuous learning 

At least 2 years experience as OE Coach 

Alignment with Manulife Values & Culture 

Desired: 

Management consulting experience 

Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives  

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 

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.