The Sr. OpEx Consultant will 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 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.
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 of Operational Excellence, Problem Solving, and Project Management frameworks, 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
- LEAN Six Sigma Greenbelt Trained
- Knowledge of operations management
- Advanced MS Excel skills
- Advanced PowerPoint skills
- Use of statistical tools for data 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 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 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 management experience
- 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 management skills
- Agile Certification
- Scrum Certification
- Strong negotiation and conflict resolution skills
- Experience in a leadership role, i.e., team leader, supervisor, etc.
