Logo of Huzzle

Home

Matches

Explore

Manage

Operational Excellence Consultant

image

Manulife

1mo ago

  • Job
    Full-time
    Mid Level
  • Consulting
    Business, Operations & Strategy
  • Quezon City
  • Quick Apply

AI generated summary

  • You need a relevant degree, 3+ years in process improvement in customer service, project management skills, BPO tools knowledge, global stakeholder experience, and Six Sigma certification.
  • You will conduct process discovery, analyze data, develop documentation, support implementation of recommendations, participate in improvement forums and workshops, and uphold governance policies.

Requirements

  • Graduate of any of the following courses: Industrial Engineering Accountancy BS Math / Statistics Business Management, Finance related course
  • At least 3 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 3 year experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc. Demonstrated strong passion for continuous learning
  • 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
  • LEAN Six Sigma Greenbelt Trained or LEAN Six Sigma Yellowbelt Certified

Responsibilities

  • 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, identifying process and/or performance gaps and 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 and measuring and tracking benefits of OE projects
  • 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.
  • 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.

FAQs

What is the primary role of the Operational Excellence Consultant at Manulife?

The primary role is to support the Operational Excellence Tower Leader in executing strategic initiatives by delivering process and performance improvement projects.

What qualifications are required for this position?

A graduate of courses like Industrial Engineering, Accountancy, BS Math/Statistics, Business Management, or a finance-related course is required, along with at least 3 years of experience in process and performance improvement projects.

What kind of work experience is preferred for candidates?

At least 3 years of experience as a Business/Process/Data Analyst in customer service operations within the insurance, BPO, or shared services industries is preferred.

Are there any certifications that are considered advantageous for applicants?

Yes, having LEAN Six Sigma Greenbelt training or LEAN Six Sigma Yellowbelt certification is considered a nice-to-have skill.

What benefits does Manulife offer to employees?

Benefits include competitive salary packages, performance bonuses, Day 1 HMO coverage including dependents, a retirement savings benefit, and extensive training resources.

Will the Operational Excellence Consultant work on global projects?

Yes, the consultant will participate in projects with stakeholders across different geographical locations, including North America, Canada, and Asia.

Are there opportunities for continuous learning and development in this role?

Yes, there will be opportunities to participate in LEAN Six Sigma workshops, OE trainings, and the GBS Operational Excellence Community of Practice.

How does Manulife promote diversity and inclusion in the workplace?

Manulife embraces diversity and strives to foster an inclusive work environment that respects individuals' strengths, cultures, and backgrounds.

What type of work arrangement is offered for this position?

The position offers a hybrid working arrangement, allowing for both remote and on-site work.

How can candidates request a reasonable accommodation during the application process?

Candidates can request a reasonable accommodation by contacting recruitment@manulife.com during the application process.

image

Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.