Operational excellence directorThe 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
The opportunity
Bring strategic insights to the table (leveraging from outside experience and industry benchmarks).
Facilitate forums at a functional level and between Onshore and Offshore.
Responsibilities
Project / Service Delivery
Partner with assigned Function Lead in planning and developing the business case for proposed OE initiatives and programs that aim to enable and/or support the business in achieving its goals.
Accountable for ensuring that all projects and services delivered by the squad are of high quality and delivers the expected `nefits / impact, and that projects are delivered on time and within budget.
Lead complex, high-risk, and/or organization-wide transformation and/or process and performance improvement initiatives.
Provide strategic direction & guidance to project delivery team.
People Leader
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 a combination of structured, formal learning and/or certification and on the job mentoring.
Accountable 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.
Operational Excellence Champion
Cultivate a continuous improvement culture and critical thinking in the organization by leading OE Forums with offshore and on shore Business Partners, establishing the GBS Operational Excellence Community of Practice and sharing industry best practices, case studies, implementation tips, new trends and tools in Operational Excellence, etc.
Involvement in relevant committees and change management programs. Develop & facilitate management trainings and awareness sessions to educate leaders on Operational Excellence concepts, frameworks, and tools.
Conduct LEAN Sigma workshops and provide mentorship to operations leaders and/or process experts. Coach leaders (Function Heads) in running mature operations
Stakeholder Management
Alignment with GBS SLT, function and segment stakeholders to ensure that on-going initiatives are prioritized and aligned based on the set strategic targets.
Build strong relationships with offshore and onshore business partners.
Collaborate with other GBS support functions to deliver successful business transformation initiatives.
Negotiate and manage conflicts with other functions through transparent and authentic conversations in order to address project issues.
How will you create impact
The role reports in to the Head of Transformation and Operational Excellence and is expected to bring strategic insights to the table.
What motivates you
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
Minimum Hiring Requirements - Experience
10 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.
At least 5 years experience in leading process & performance improvement projects for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.)
Experience in leading 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.
Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives
At least 2 years experience in managing stakeholders in Executive Leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating executive-level meetings, etc.
Experience working with stakeholders across different geos, i.e., North America, Canada, Asia
At least 2 years 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.)
Demonstrated strong passion for continuous learning At least 5 years experience as People Leader for OE teams Alignment with Manulife Values & Culture
Desired:
Management consulting experience Experience leading process & performance improvement projects across multiple geos, i.e., North America, Canada, Asia
Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.)
Builds and leverages on network of OE professionals and or organizations in the industry and/or academe to keep abreast of best practices, industry developments, trends, issues, etc.
Experience in leading OE teams remotely, i.e., staff working from home or at other geo locations
Minimum Hiring Requirements - Knowledge & Skills
Knowledge of Insurance operations
Knowledge of and hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies, and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)
Knowledge of BPO Industry
Knowledge of Contact Center and Back-Office Operations
Certified LEAN Six Sigma Blackbelt
Knowledge of operations management and with strong business acumen
Project management skills
Advanced MS Excel skills
Advanced PowerPoint skills
Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.
Excellent communication skills (verbal and written)
Good interpersonal skills
Strong negotiation and conflict resolution skills
Ability to influence & lead executive leaders in decision-making through insightful, data-driven, and value-added recommendations.
Client management skills
Ability to develop and facilitate management trainings and workshops geared towards mid-level, senior-level, and executive leaders.
Excellent leadership skills
Desired:
Certified COPC Implementation Leader
PMP Certified
Agile Certification
Scrum Certification
What can we offer you
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all stakehold ers and has a positive social and environmental impact.
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