operational excellence ConsultantThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
Primary roles & responsibilities:
Support the Operational Excellence Tower Leader in executing the Operational Excellence strategic initiatives of MBPS by delivering process and performance improvement projects.
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.
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 Analysi s, 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.
Minimum Hiring Requirements
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 MS Excel Skills
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
Experience in Finance and accounting role is preferred. CPA is an advantage
At least3 yrs combined experience in any of the following roles: Operations leadership role (Supervisor and above), Sr. Analyst or Supervisor in any of the following key support functions: Process and Performance Improvement Consulting, Recruitment, Training, Quality, Workforce Management, Reporting
Desired
Insurance industry experience
Experienceimplementing 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
.This is an individual contributor role.
.We are looking for bold, successful leaders who can roll up their sleeves and contribute to building a high performing team.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC on the Toronto, New York, and the Philippine stock exchanges, and under 945 in Hong Kong.
Manulife is an Equal Opportunity Employer