Insurance Operations Excellence: Process Improvement Lead

Manulife/John Hancock; Jakarta Pusat; Hybrid; IDR 279,000,000 - 446,400,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife/John Hancock in Jakarta seeks an Operations Excellence professional to drive process improvements in life insurance claims. You will map current workflows, identify gaps, and lead Lean Six Sigma initiatives to improve efficiency and costs with cross-functional collaboration.

Responsibilities include project management, KPI tracking, SOP documentation, and change management training to ensure sustainable adoption in a hybrid work setting.

Qualifications

• Bachelor's degree or higher in a related field.
• 6+ years of experience in insurance operations and process improvement.
• Strong understanding of life insurance operations and process flows.
• Proven ability to map operational requirements to improvements and lead cross-functional teams.

Responsibilities

• Assess and map current processes across life insurance functions (NB onboarding, underwriting, servicing, claims).
• Lead process improvement initiatives using Lean Six Sigma or other methodologies.
• Collaborate with underwriting, actuarial, IT, customer service, and compliance teams to drive changes.
• Develop and monitor KPIs (issuance turnaround time, claims processing, NPS) to measure impact.
• Maintain SOPs and documentation for audit readiness and transparency.
• Support change management with training materials and stakeholder coaching.

Skills

Process Analysis

Lean Six Sigma

Stakeholder Engagement

Project Management

Life Insurance Ops

Education

Bachelor's degree in Business, Information Systems, Industrial Engineering, or related field

Tools

Process Mapping

Job description

Manulife/John Hancock in Jakarta seeks an Operations Excellence professional to drive process improvements in life insurance claims. You will map current workflows, identify gaps, and lead Lean Six Sigma initiatives to improve efficiency and costs with cross-functional collaboration.

Responsibilities include project management, KPI tracking, SOP documentation, and change management training to ensure sustainable adoption in a hybrid work setting.