Operational Excellence Consultant

Description

Key Responsibilities :

Responsible for executing the tasks assigned by the project manager which generally entail project / service delivery and process improvement from 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 up to measuring and tracking benefits of OE projects

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.

Qualifications :

3 years combined experience working in insurance and / or BPO customer service operations and in process or performance improvement teams.

At least 1 year 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 1 year experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc.

Amenability and readiness to work onsite and from home anytime (dependent on business need AND / OR current external environment / situation)

Nice to Have Skills :

LEAN Six Sigma Greenbelt Trained or LEAN Six Sigma Yellow belt Certified

Training on Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)

About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong. Manulife is an Equal Opportunity Employer