Operational Excellence Specialist - Hybrid, Growth

Manulife/John Hancock; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid work arrangement

Training and development opportunities

Job summary

Manulife/John Hancock is seeking an Operational Excellence Consultant to drive process improvements across MBPS by partnering with business stakeholders to identify and implement opportunities. You will develop process maps, analyze data, and present recommendations to enhance service delivery and business performance in a hybrid work environment.

The role involves cross-functional collaboration, training opportunities, and exposure to Lean Six Sigma and related methodologies, with global

Qualifications

• Minimum 3 years combined experience in insurance and/or BPO customer service operations and process or performance improvement.
• Minimum 1 year of experience in process/performance improvement projects as a Business/Process/Data Analyst for customer service operations.
• Experience managing stakeholders, facilitating meetings, and presenting status reports.
• Bachelor's degree in a related field as listed.

Responsibilities

• Conduct process discovery and walkthroughs for operational and support processes.
• Gather, validate, and analyze data to support project objectives and deliverables.
• Identify gaps, quantify impacts, and recommend improvement opportunities.
• Develop process maps, procedures, data analyses, charts, and management presentations.
• Support owners in implementing recommendations and tracking benefits.

Skills

Process improvement

Data analysis

Stakeholder management

Communication

Project management

Continuous learning

Education

Bachelor's degree in Industrial Engineering, Accountancy, Mathematics, Statistics, Business Management, Finance or related field

Tools

NICE

Verint

IEX

CRM platforms

Ticketing systems

Power BI

Learning Management Systems

Minitab/SPC Excel

Job description

Manulife/John Hancock is seeking an Operational Excellence Consultant to drive process improvements across MBPS by partnering with business stakeholders to identify and implement opportunities. You will develop process maps, analyze data, and present recommendations to enhance service delivery and business performance in a hybrid work environment.

The role involves cross-functional collaboration, training opportunities, and exposure to Lean Six Sigma and related methodologies, with global