**Primary roles & responsibilities:** Support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects. + Execute the operational excellence projects assigned by the Operational Excellence Director + Scope of operational excellence projects involving performance improvement typically include but may not be limited to the following key operational metrics: CSAT, tNPS, Service Level, TAT, Backlog, AHT, APT, Productivity, Utilization, Costs, Quality, etc. + Scope of operational excellence projects involving process development and design, process improvement/ re-engineering and process deployment typically include but are not limited to: operational management standards, training & skills verification for key frontline staff, workforce management, quality & transaction monitoring, etc. + Identify key opportunities through a data-driven Baseline Review using the GBS Operational Excellence Assessment approach + Perform process discovery sessions and data analyses that are appropriate and sufficient in order to deliver the project objectives + Design structured approaches and processes based on the GBS Operational Excellence Framework + Use the appropriate framework and tools to improve identified process and performance issues/opportunities such as the GBS Operational Excellence Framework, DMAIC, 7 Quality Tools, Statistical Analysis, A3, Design Thinking, etc. + Leverage on industry & technical expertise and on the GBS Operational Excellence Framework to provide value-added recommendations during the delivery of projects + Develop project deliverables including status reports, Baseline Review Management Readout, Process Maps, Data Analysis, Implementation Plan, etc. + Complete high quality project deliverables within the defined project timelines + Present results of Baseline Review to stakeholders to discuss key opportunities and recommendations + Manage stakeholder expectations through appropriate engagement and timely status reporting on operational excellence projects + Support tracking of benefits and document performance improvement from deployed Operational Excellence projects Ambassador for Operational Excellence Culture in GBS + Support the updating of the GBS Operational Excellence Framework + Be a consultant for operations leaders to help them deploy the GBS Operational Excellence Framework within their respective teams + Participate in LEAN Sigma workshops and provide support to operations leaders and/or process experts during their LEAN Six Sigma projects + Cultivate a continuous improvement culture and critical thinking in the organization by 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. Other Roles + 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, etc. **Minimum Hiring Requirements** Knowledge and Skills + Knowledge of BPO operations management concepts + Understanding of common BPO output metrics and the related CTQs + Knowledge of business process management concepts + Advanced MS Excel Skills + Knowledge of Basic Statistics and ability to perform basic data analysis + Ability to identify process gaps and performance improvement opportunities leveraging on skills and experience leading BPO operations + Excellent written and verbal communication skills Experience & Qualification + Experience in Finance and accounting role is preferred. CPA is an advantage + At least 3 yrs combined experience in any of the following roles: Operations leadership role (Supervisor and above), Sr. Analyst or Supervisor in any of the following key support functions: Process and Performance Improvement Consulting, Recruitment, Training, Quality, Workforce Management, Reporting Desired + Insurance industry experience + Experience implementing process and performance improvement projects (BPO Industry) + Certified COPC Implementation Leader + LEAN Six Sigma Certification + 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 in developing & facilitating management trainings **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