Key Roles & Responsibilities:
Overview
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
Knowledge of 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
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.
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:
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
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 [email protected].
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