Operational Excellence Coach

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.

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 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.
• 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.