**The opportunity** + Bring strategic insights to the table (leveraging from outside experience and industry benchmarks). + Facilitate forums at a functional level and between Onshore and Offshore. **Responsibilities** Project / Service Delivery **Partner with assigned Function Lead in planning and developing the business case for proposed OE initiatives and programs that aim to enable and/or support the business in achieving its goals.** + Accountable for ensuring that all projects and services delivered by the squad are of high quality and delivers the expected ¾`nefits / impact, and that projects are delivered on time and within budget. + Lead complex, high-risk, and/or organization-wide transformation and/or process and performance improvement initiatives. + Provide strategic direction & guidance to project delivery team. People Leader + Lead and Mentor direct reports to ensure team and individual objectives and business deliverables are met. + Identify performance improvement opportunities of direct reports and support their professional development through a combination of structured, formal learning and/or certification and on the job mentoring. + Accountable for building high performing, engaged teams. + 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. Operational Excellence Champion + Cultivate a continuous improvement culture and critical thinking in the organization by leading OE Forums with offshore and on shore Business Partners, establishing the GBS Operational Excellence Community of Practice and sharing industry best practices, case studies, implementation tips, new trends and tools in Operational Excellence, etc. + Involvement in relevant committees and change management programs. Develop & facilitate management trainings and awareness sessions to educate leaders on Operational Excellence concepts, frameworks, and tools. + Conduct LEAN Sigma workshops and provide mentorship to operations leaders and/or process experts. Coach leaders (Function Heads) in running mature operations Stakeholder Management + Alignment with GBS SLT, function and segment stakeholders to ensure that on-going initiatives are prioritized and aligned based on the set strategic targets. + Build strong relationships with offshore and onshore business partners. + Collaborate with other GBS support functions to deliver successful business transformation initiatives. + Negotiate and manage conflicts with other functions through transparent and authentic conversations in order to address project issues. **How will you create impact?** + The role reports in to the Head of Transformation and Operational Excellence and is expected to bring strategic insights to the table. **What motivates you?** + You obsess about customers, listen, engage and act for their benefit. + You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. + You thrive in teams and enjoy getting things done together. + You take ownership and build solutions, focusing on what matters. + You do what is right, work with integrity and speak up. + You share your humanity, helping us build a diverse and inclusive work environment for everyone. **What we are looking for** **Minimum Hiring Requirements – Experience** + 10 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 5 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.) + Experience in leading 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. + Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives + At least 2 years experience in managing stakeholders in Executive Leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating executive-level meetings, etc. + Experience working with stakeholders across different geos, i.e., North America, Canada, Asia + 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 At least 5 years experience as People Leader for OE teams Alignment with Manulife Values & Culture **Desired:** + Management consulting experience Experience leading process & performance improvement projects across multiple geos, i.e., North America, Canada, Asia + Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.) + 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. + Experience in leading OE teams remotely, i.e., staff working from home or at other geo locations **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, etc.) + Knowledge of BPO Industry + Knowledge of Contact Center and Back-Office Operations + Certified LEAN Six Sigma Blackbelt + Knowledge of operations management and with strong 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. + Excellent communication skills (verbal and written) + Good interpersonal skills + Strong negotiation and conflict resolution skills + Ability to influence & lead executive 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, senior-level, and executive leaders. + Excellent leadership skills **Desired:** + Certified COPC Implementation Leader + PMP Certified + Agile Certification + Scrum Certification **What can we offer you?** + A competitive salary and benefits packages. + A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. + A focus on growing your career path with us. + Flexible work policies and strong work-life balance. + Professional development and leadership opportunities. **Our commitment to you** + Values-first cultureWe lead with our Values every day and bring them to life together. + Boundless opportunityWe create opportunities to learn and grow at every stage of your career. + Continuous innovationWe invite you to help redefine the future of financial services. + Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. + Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact. **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