The **Operations Excellence Consultant** will focus on Internal Opportunities (same process) and bottom-up initiatives (Kaizen) assigned per functions. **Project / Service Delivery** + Responsible for executing the tasks assigned by the project manager which generally entail: 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 + Developing project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc. supporting the business process owners in deploying the agreed recommendations + Measuring and tracking benefits of OE projects **Stakeholder Management** + Build good working relationships with project stakeholders. **Operational Excellence Champion** + 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. **People Leader** + 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:_** This is an individual contributor role. **Minimum Hiring Requirements - Knowledge & Skills** + Knowledge of Insurance operations + Knowledge of BPO Industry, Contact Center and Back-Office Operations + Knowledge of common contact center and back-office metrics + Advanced MS Excel skills + Advanced PowerPoint skills + Ability to conduct end to end process discovery & walkthrough sessions + Ability to identify process and/or performance gaps and opportunities + Ability to quantify impact of process gaps and/or performance misses and continuous improvement opportunities + Ability to conduct basic data analysis and create charts + Ability to develop high quality project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc. + Excellent communication skills (verbal and written) + Good interpersonal skills **Minimum Hiring Requirements – Experience** + 3 years combined experience working in insurance and/or BPO customer service operations and in process or performance improvement teams. + Graduate of any of the following courses: Industrial Engineering, Accountancy, BS Math / Statistics, Business Management, Finance related course + 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. + Demonstrated strong passion for continuous learning + Alignment with Manulife Values & Culture **Desired:** + LEAN Six Sigma Greenbelt Trained or LEAN Six Sigma Yellowbelt Certified + Training on Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.). + Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc. Familiarity with Agile Mindset & Frameworks (i.e., Scrum) + Strong negotiation and conflict resolution skills + Experience in a leadership role, i.e., team leader, supervisor, etc. + Management consulting experience + Experience participating in 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. + 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 + Experience working remotely, i.e., staff working from home or working with colleagues located at other geo locations **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