**The Opportunity:** Manulife Business Processing Services is currently searching for a talented and driven **Operations Excellence Manager** who is passionate about leading cultural change and driving results through process improvement and operational effectiveness. You will be part of a highly engaged team that challenges status quo by guiding and coaching managers and employees to leverage Lean as a methodology to better manage and improve their operations so that they create more value for our customers. **Roles & Responsibilities:** + Will have an oversight of all initiatives. + Facilitate Forums at the managerial level on the assigned function + Monitoring of Output – targets vs actuals + Own & drive pipeline of OE initiatives and programs within the assigned functions. + Responsible for ensuring all projects and services delivered by the squad are of high quality and delivers the expected benefits/impact, and that projects are delivered on time and within budget. + Project or Program Manager for complex, high-risk organization-wide transformation and/or process and performance improvement initiatives. Must be able to provide tactical direction to the project delivery team. + Build strong relationships with offshore business partners, stakeholders and project team, allowing the OE Manager to:Seamlessly align with function and project stakeholders to ensure that ongoing initiatives are prioritized and positioned based on the agreed milestones and steering committee decisionsCollaborate with other support functions to deliver successful business transformationManage conflicts within the project team to address project issues + 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. + 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 regular feedback & coaching. + Responsible 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. **Requirements:** + 5 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects, preferably in the insurance and/or BPO industry. + Certified LEAN Six Sigma Blackbelt + At least 2 years experience in leading process & performance improvement projects preferably for customer service operations in the insurance, BPO, and/or shared services industry + Substantial project management experience. + At least 3 years experience as People Leader for OE teams + Knowledge of and hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies, and tools such as LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc. + Advanced skills in MS Excel, PowerPoint, and has experience using statistical tools for data analysis such as Minitab, SPC Excel, etc. + Must be an excellent communicator (verbal and written), with strong negotiation and conflict resolution skills. Has demonstrated ability to influence leaders through insightful, data-driven recommendations. + 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.) **Advantage:** + 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.) Location: Quezon City Shift: Flexible Mid Shift People Leader: will have a lean team of 4 Work Arrangement: Hybrid **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