Operational Excellence Analyst – Process Improvement

Manulife; Quezon City; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife is seeking an Operational Excellence Consultant to drive continuous improvement across MBPS, partnering with business stakeholders to identify, analyze, and implement process improvements. You will support data-driven decisions, streamline service delivery, and contribute to business performance through cross-functional collaboration.

In this role, you will work on cross-functional projects, collaborate with diverse stakeholders, and gain exposure to Operational Excellence methodologies

Qualifications

• Must have minimum 3 years combined experience in insurance and/or BPO customer service operations and process improvement functions.
• Minimum 1 year of experience as a Business/Process/Data Analyst supporting customer service operations in process and performance improvement projects.
• Experience managing project stakeholders, facilitating meetings, delivering presentations, and developing project status reports.
• Bachelor’s degree in Industrial Engineering, Accountancy, Mathematics, Statistics, Business Management, Finance, or a related field.
• Strong verbal and written communication skills, interpersonal skills, and demonstrated passion for continuous learning.

Responsibilities

• Conduct process discovery and walkthrough sessions for operational and support processes.
• Gather, validate, and analyze information and data to support project objectives and deliverables.
• Identify process and performance gaps, quantify impacts, and recommend continuous improvement opportunities.
• Develop project deliverables including process maps, policies, procedures documentation, data analysis, charts, and management presentations.
• Support business process owners in implementing recommendations and tracking project benefits realization.

Job description

Manulife is seeking an Operational Excellence Consultant to drive continuous improvement across MBPS, partnering with business stakeholders to identify, analyze, and implement process improvements. You will support data-driven decisions, streamline service delivery, and contribute to business performance through cross-functional collaboration.

In this role, you will work on cross-functional projects, collaborate with diverse stakeholders, and gain exposure to Operational Excellence methodologies