The Operational Excellence Consultant plays a critical role to support the creation and execution of operational workflow and templates that aligns to Retirement target operating model. As a part of the Retirement Operations team, this role will report directly to the Operational Excellence Director, and will play a key role through in depth business analysis, hands on support, while learning new tools that will help automate current operational processes.

Support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects.

Position Responsibilities:

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.
Experience using Microsoft Suite applications and strong working knowledge of VBA and/or macros
Experience with creating and producing process maps that illustrate step-by-step processes
Knowledge of configuration changes such as flows, fields, page layout, custom setting
Act as Business Analyst to document use cases and translate them into business requirement; align with project scope and deliverables.
Partners with Transformation Delivery Director and/or Manager to drive resolution of issues, track project progress against strategic objectives.
Documents and monitors all issues; recommend strategy to address and avoid operational risk and project roadblock.
Partners effectively with cross functional and virtual teams by demonstrating collaboration, adaptability, and influence.
Entrepreneurial spirit and comfort working in a rapidly changing environment and demonstrate interest in experimenting with emerging technologies, understanding the business impact.
Strong problem solving and demonstrate out of the box thinking.
Actively embraces change efforts and initiatives to manage project disruptions, identified as change agent to contribute to root cause analysis.
Actively monitors risks and escalation as needed; anticipates and mitigates risks.
Demonstrates coping mechanisms with pressures & setbacks Identifies escalation items early and produces options for resolution.
Strong internal network, shares ideas with others, participates in brainstorming sessions.
Partners effectively with cross functional and virtual teams by demonstrating collaboration, adaptability, and influence.
Owns their career development and takes advantage of available resources to advance technical and business skills.
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.

Required Qualifications:

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 knowledge on MS Office
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
Minimum 7 to 10 years of Canada or US Retirement Operations process experience. Specifically either MPS, GA, or OA in either Sponsor Processing, Sponsor Servicing, Member Processing, and Payroll.
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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid