Sr. Operational Excellence Consultant

TheSr. OpEx Consultantwill focus on top-down, cross-functional and may require Onshore-Offshore collaborative initiatives.

Position Responsibilities:

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 andcontinuous improvementopportunities
• 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 ExcellenceChampion

• Cultivate acontinuous improvementculture and critical thinking in the organization by participating in OE Forums with offshore Business Partners, actively participating in the GBSOperational ExcellenceCommunity of Practice and sharing industry best practices, case studies, implementation tips, new trends and tools inOperational Excellence, etc.
• Participate inLEANSix Sigma workshops and other OE trainings.

MINIMUM Hiring Requirements:

Experience

• 3 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.
• 2 years hands-on application ofOperational Excellence,Problem Solving, andProject Managementframeworks, methodologies and tools (LEAN,DMAIC,Data Analysis, HCD, Design Thinking,Agile,Scrum, etc.)
• At least 2 years 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 2 years 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

Knowledge & Skills

• Knowledge of Insurance operations
• Knowledge of BPO Industry
• Knowledge of Contact Center and Back-Office Operations
• LEANSix Sigma Greenbelt Trained
• Knowledge of operations management
• Advanced MS Excelskills
• Advanced PowerPoint skills
• Use ofstatistical toolsfordata analysis, i.e., Minitab, SPC Excel, etc.
• 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 andcontinuous improvementopportunities
• Ability to conduct advanceddata analysisand create charts
• Ability to develop high quality project deliverables such as process maps, policy, processes and procedures documentation,data analysis, charts, management readout, etc.
• Excellentcommunication skills(verbal and written)
• Goodinterpersonal skills

DESIRED Experience:

• 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.
• Project managementexperience
• 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

PREFERRED Knowledge & Skills:

• Project managementskills
• AgileCertification
• ScrumCertification
• Strong negotiation andconflict resolutionskills
• Experience in a leadership role, i.e., team leader, supervisor, etc.