transformation & Operational excellence change and knowledge managerThe 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
Key Roles & Responsibilities:
Overview
Drive the adoption of the Change Management Framework by partnering with Project or Program Managers on the deployment of changes that impact operational processes of the assigned functions and/or products
Build strategic relationships with various key support functions such as operations, workforce management, recruitment, training, quality management, knowledge management, and reporting in order to align the execution of activities related to the deployment of changes that impact operational processes of the assigned functions and/or products
Responsible for driving the pipeline of knowledge management activities for the assigned functions and/or products in line with the business strategy and priorities
Accountable for ensuring that performance of team delivers on agreed service level targets with the business for the assigned functions and/or products
Facilitate management forums across many layers in the business for the assigned functions and/or products
Change Management
Partner with the Project or Program Managers to ensure that deployment of changes that impact operational processes are aligned with the Change Management Framework
Facilitate governance forums to monitor adherence to the Change Management Framework
Responsible for educating project or program managers and stakeholders on the Change Management Framework
Recommend changes (as appropriate) to the Change Management Framework to ensure continuous improvement
Document approved changes in the Change Management Framework
Serve as subject matter expert on the Change Management Framework
Knowledge Management
Own & drive pipeline of knowledge management activities for the assigned functions and/or products
Responsible for ensuring alignment of knowledge management activities with the business strategic priorities and with the Change Management Framework
Responsible for educating the Knowledge Management Specialists and other relevant stakeholder on the Knowledge Management Framework
Recommend changes (as appropriate) to the Knowledge Management Framework to ensure continuous improvement
Document approved changes in the Knowledge Management Framework
Serve as subject matter expert on the Knowledge Management Framework
Stakeholder Management
Alignment with assigned function(s) and project/program stakeholders to ensure that on-going initiatives impacting operational processes are captured in the Change Register
Participate in governance forums to understand the strategies and priorities of the function(s) and/or products assigned and align change deployment activities and knowledge management pipeline accordingly
Build strong relationship with business partners through regular status reports highlighting key accomplishments, challenges and actions taken to address challenges, recommendations, help needed, items for decision, next steps, etc.
Negotiate and manage conflicts through transparent and authentic conversations in order to address project issues.
Pro-actively escalate issues and help needed to immediate leader and relevant stakeholders in a timely manner
Change Management and Knowledge Management Champion
Cultivate a continuous improvement culture and critical thinking in the organization by participating in relevant Change Management and Knowledge Management Forums within and outside of Manulife, and sharing industry best practices, case studies, implementation tips, new trends, and tools in Change Management and Knowledge Management.
Participate in LEAN Six Sigma workshops and other relevant Transformation & Operational Excellence trainings.
Builds and leverages on network of Change Management and Knowledge Management professionals and or organizations in the industry and/or academe to keep abreast of best practices, industry developments, trends, issues, etc.
People Leader
Will lead at least 10 Knowledge Management Specialists supporting the assigned function and/or products with the opportunity to grow the portfolio across an entire segment (i.e., more than 1 value chain)
Responsible for ensuring that all deliverables of the team are of high quality and meets the expected benefits / impact, and that outputs are delivered on time and within budget.
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 regular feedback & coaching.
Responsible 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.
Minimum Hiring Requirements - Knowledge & Skills
Knowledge of Insurance operations Knowledge of Change Management Framework, tools and best practices Knowledge of Knowledge Management Framework, tools and best practices Knowledge of and hands-on application of Project Management frameworks, methodologies, and tools (Agile, Scrum, etc.) Knowledge of BPO Industry, Contact Center and Back-Office Operations Knowledge of operations management and with strong business acumen Knowledge of the following key support functions (Recruitment, Training, Transitions, Quality, WFM, and IT) and how operations are impacted by these key support functions Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.) Excellent communication skills (verbal and written) Advanced PowerPoint skills Good interpersonal skills Strong negotiation and conflict resolution skills Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations. Client management skills Excellent leadership skills Project management skills Ability to learn new concepts quickly
Desired:
Knowledge of specific functions and products supported Certified COPC Implementation Leader Certified LEAN Six Sigma Greenbelt PMP Certified Agile Certification Scrum Certification
Minimum Hiring Requirements - Experience
5 years combined experience in any of the following: operational management, management of key support functions, change management, knowledge management, or project management in the insurance and/or BPO industry. At least 3 years experience in managing stakeholders in senior leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating management meetings, etc. At least 3 years experience as People Leader Prior experience as Process Design Analyst, Trainer, Knowledge Manager, Change Manager, or Project Manager Experience working with stakeholders across different geos, i.e., North America, Canada Experience in leading teams who are working remotely, i.e., staff working from home or working with colleagues located at other geo locations
Desired:
Management consulting experience Experience managing cross-functional, organization-wide, multi-site change initiatives Experience in developing and facilitating management trainings and workshops on Change Management, Knowledge Management and/or Project Management framework, tools and best practices
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 segre gated 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