The **Operational Excellence Coach** 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. Project / Service Delivery + Responsible for ensuring that all projects delivered by the squad employ the right project management framework and tools, performance improvement methodology, problem solving tools and techniques, data analysis, etc. + Provide technical mentorship and detailed guidance to OE consultants within the squad to ensure that the agreed project management framework and tools, performance improvement methodology, problem solving tools and techniques, data analysis, etc. have been applied correctly in order to meet the project objectives. + Collaborate internally within the team to help identify focus areas that are aligned with Service Delivery overall goals. Stakeholder Management + Build strong relationships with offshore business partners and project stakeholders. Operational Excellence Champion + Cultivate a continuous improvement culture and critical thinking in the organization by leading 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. + Implement and rollout Operational Excellence and Agile training plans, standards and procedures. + Develop & facilitate management trainings and awareness sessions to educate leaders on Operational Excellence concepts, frameworks, and tools. + Conduct LEAN Six Sigma workshops and provide mentorship to operations leaders and/or process experts. + Coach leaders (Function Leads) in running mature operations. People Leader + Identify technical skill gaps of consultants within the assigned squad and support their professional development through a structured, formal learning plan and regular feedback & coaching. + Model the MBPS Values in Action as well as other corporate governance & compliance policies such as but not limited to: Code of Employee Discipline, Data Privacy, Information Security, Risk Management, etc. _Note:_ Although this is an individual contributor role, the Coach is responsible for providing performance evaluation assessments for consultants within the assigned squad specific to their demonstration of technical knowledge & application of technical skills during their project delivery. 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. **When you join our team:** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido