Operations Excellence Consultant

Manulife; Manila; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Job summary

Manulife in Manila is seeking an Operational Excellence Consultant to support transformation initiatives across Finance, Actuarial and GWAM Tower, delivering process and performance improvement projects.

You will use Lean, Six Sigma, and data-driven analysis, lead discovery sessions, and apply automation with AI-based tools such as Power BI and Power Automate to drive measurable benefits.

Qualifications

• Knowledge of Finance and Accounting processes from Finance Shared Services or Finance BPO operations.
• Knowledge of OE KPIs and CTQ measures in relation to business outcomes.
• Business analysis experience with formal documentation using BPMN or similar notations.
• Lean and/or Six Sigma methodology with data analysis to identify gaps.
• Excellent English language written and verbal communication skills.
• Proficiency with MS Office 365 including Excel, Word, PowerPoint, Teams.

Responsibilities

• Execute the operational excellence projects assigned by the Transformation & Operational Excellence Finance, Actuarial and GWAM Tower Director.
• Monitor and improve metrics like Efficiency, Accuracy, Productivity, Timeliness, CSAT, tNPS, Utilization and Cost Reduction.
• Support automation using AI-based solutions and workflow development (e.g., Power Automate, Power BI).
• Lead discovery sessions and data gathering per OE frameworks (Lean, Six Sigma, DMAIC, PDCA).
• Draft process flows using BPMN and document procedures to meet project objectives.
• Develop and monitor RAID logs and project plans within OE frameworks.
• Manage stakeholder expectations with timely status reports and governance meetings.
• Track benefits and document performance improvements from deployed OE projects.
• Promote Operational Excellence culture within GBS and across teams.
• Consult operations leaders on deploying the OE Framework and best practices.
• Share industry best practices through OE communities and knowledge sharing.

Skills

Finance processes

OE KPIs

Business analysis

Lean Six Sigma

English communication

Excel

PowerPoint

Power BI

Power Automate

JIRA

Education

CPA

Tools

UiPath

Power Automate

Power BI

Smartsheet

JIRA

Blackline

Cadency

Salesforce

Concur

Finance applications

Job description

Hybrid - Manila, National Capital Region, Philippines · Quezon City, National Capital Region, Philippines

Sep 16, 2026

Description

The Operational Excellence Consultant will support the MBPS Transformation and Operational Excellence Leader for Finance, Actuarial and GWAM Tower in executing the Transformation and Operational Excellence strategic initiatives by delivering process and performance improvement projects.

Position Responsibilities:

Execute the operational excellence projects assigned by the Transformation & Operational Excellence Finance, Actuarial and GWAM Tower Director

Scope of operational excellence projects involving performance improvement typically include but may not be limited to the following key operational metrics: Efficiency, Accuracy, Productivity, Timeliness, CSAT, tNPS, Utilization, Cost Reduction, Risk Management, etc.

Scope of operational excellence projects involving process automation, use of AI based technology solutions implementation, process redesign, process improvement/ re-engineering, process documentation, typically include but are not limited to: operational management standards, training & skills verification for key frontline staff, workforce utilization, system enhancement, quality & controls, risk elimination or mitigation, monitoring, analysis using data-driven analysis and recommendations, as well as change management.

Engagement and stakeholder management in perform discovery sessions, gather data for analysis in accordance with process excellence frameworks such as Lean, Six Sigma DMAIC, PDCA, Design Thinking, including drafting process flows using BPMN standards for process documentation that are appropriate in order to deliver the project objectives.

Leverage technology based automation using Artificial Intelligence-solutions, system based process integration and workflow development, Alteryx, Power BI, Power Automate in accordance with industry best practices

Process analysis support using OE frameworks in project deliverables including setting up cadence and facilitating management governance meetings, developing and monitoring of RAID Logs, project implementation plan within OE frameworks, providing recommendations, solutions, etc.

Manage stakeholder expectations through appropriate engagement and timely status reporting on operational excellence projects

Support tracking of benefits and document performance improvement from deployed Operational Excellence projects

Ambassador for Operational Excellence Culture in GBS

Support as consultant to operations leaders in deploying GBS Operational Excellence Framework within their respective teams

Cultivate a continuous improvement culture and critical thinking in the organization by actively participating in the GBS Operational Excellence Community of Practice and sharing industry best practices, case studies, implementation of new tools, technologies that align with operational excellence outcomes

Qualifications:

Knowledge and Skills

Knowledge of Finance and Accounting processes from Finance Shared Services, Global Business Services or Finance BPO operations process environment

Knowledge of fundamental finance or accounting concepts Accounts Payable, Accounts Receivable, Fixed Assets, Financial Forecasting, Financial Analysis, Financial Reporting

Understanding of OE KPIs and metrics in relation to CTQ measures

Business analysis experience and detailed documentation skills using business process management and notations or decision model and notation concepts

Knowledge of Lean and/or Six Sigma methodology and able to perform basic or advanced data analysis to identify gaps, opportunities

Excellent English language written and verbal communication skills

Use of Microsoft Office 365 applications such as Excel, Word, Powerpoint, Teams other project management tools such as Smartsheet, JIRA, etc

Experience & Qualification

Experience in Finance and Accounting or related supporting role is required, preferably in Global Business Services, Shared Service Center or Business Process Outsourcing setting.

CPA is an advantage.

With 3 years Project Management, Business Analysis, Transformation or Change Management experience

Trained or Certified Lean Frameworks and/or Six Sigma Greenbelt with multiple project experience in delivering projects or coaching project leads or resources using OE frameworks

At least5 yrs combined experience in any of the following roles: Finance Operations with experience in any of the following roles/functions: Project Management, Process and Performance Improvement, Automation, Transformation, Consulting, Quality, Reporting, Change Management, data analytics, business analysis

Experience in driving process automation using UiPath, Power Automate, Power BI, System based workflow automation e.g. Blackline, Cadency, Salesforce, Concur, Finance applications etc

Experience in implementing Artificial Intelligence Solutions in Finance and Accounting processes

When you join our team:

We’ll empower you to learn and grow the career you want.

We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we’ll support you in shaping the future you want to see.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail] .

Manulife is a global financial services leader, providing innovative solutions to improve customer decisions and lives, with extensive operations and a vast client base worldwide.