Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see - and discover that better can take you anywhere you want to go.
JOB DESCRIPTION
Will focus on top-down, cross-functional and may require Onshore-Offshore collaborative initiatives.
Key Responsibilities
- Lead and execute cross‑functional, top‑down Operational Excellence initiatives, including onshore-offshore collaboration when applicable
- Conduct end‑to‑end process discovery, walkthroughs, and deep‑dive analyses for operational and support processes
- Identify, analyze, and quantify process inefficiencies, performance gaps, and continuous improvement opportunities using advanced analytical techniques
- Develop high‑quality deliverables such as process maps, policies, procedures, analytical models, charts, and executive‑level management readouts
- Apply Lean Six Sigma, DMAIC, and other improvement frameworks to design and recommend sustainable solutions
- Support business process owners in implementing agreed recommendations and change initiatives
- Measure, track, and validate benefits realization of Operational Excellence projects
- Build and manage strong working relationships with diverse and senior stakeholders across functions and geographies
- Actively contribute to Operational Excellence communities of practice, forums, and knowledge sharing by providing best practices, case studies, and insights on new tools and trends
- Role‑model organizational values, compliance standards, and governance policies at all times
Job Requirements
- Strong expertise in Operational Excellence, process improvement, and problem‑solving methodologies
- Ability to independently manage complex improvement initiatives with minimal supervision
- Advanced data analysis and statistical problem‑solving skills, including use of related tools
- Proven ability to influence and engage senior stakeholders through clear communication and data‑driven insights
- Excellent verbal, written, and presentation skills
- Comfortable working in cross‑functional, matrixed, and multi‑geography environments
Experience
Minimum Requirement:
- At least 3 years of combined experience in operational management, support functions, or leading process and performance improvement projects within the insurance and/or BPO industry
- Minimum 2 years of hands‑on application of Operational Excellence, problem‑solving, and project management methodologies (e.g., Lean, DMAIC, Data Analysis, Agile, Scrum)
- At least 2 years experience participating in or leading process and performance improvement projects as a Business, Process, or Data Analyst in customer service, back‑office, or shared services environments
- Demonstrated experience in managing project stakeholders, including facilitating meetings, delivering formal presentations, and developing status reports
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, sc heduling, real-time management, transitions, SLA Management, Client Management, Reporting, etc.
- Project management experience Familiarity with commonly used BPO back-office tools and systems
- 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
Knowledge & Skills
Minimum Requirement:
- Knowledge of Insurance operations
- Knowledge in Back-Office Operations
- LEAN Six Sigma Greenbelt Trained
- Knowledge of operations management
- Advanced MS Excel skills
- Advanced PowerPoint skills
- Use of statistical tools for data analysis
- 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 advanced 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:
- Project management skills
- Agile Certification
- Scrum Certification
- Strong negotiation and conflict resolution skills
- Experience in a leadership role, i.e., team leader, supervisor, 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 .
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 .
Hybrid
