Operations Excellence Consultant

Manulife Insurance Malaysia; Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Manulife is seeking an Operational Excellence Consultant to join the Transformation and OE team for Finance, Actuarial and GWAM Tower. You will lead process improvement projects, design data-driven solutions, and implement automation using AI-based tools, with strong governance and stakeholder engagement.

Hybrid work arrangement with a focus on delivering measurable benefits, risk management, and continuous improvement.

Qualifications

• Knowledge of Finance and Accounting processes from Finance Shared Services, Global Business Services or Finance BPO operations 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 BPMN or decision model notation concepts.
• Knowledge of Lean and/or Six Sigma and ability to perform data analysis to identify gaps and opportunities.
• Excellent English language written and verbal communication skills.
• Proficiency with Microsoft Office 365 applications such as Excel, Word, PowerPoint, Teams.

Responsibilities

• Execute operational excellence projects assigned by the Transformation & Operational Excellence Finance, Actuarial and GWAM Tower Director.
• Drive performance improvements across efficiency, accuracy, productivity, timeliness, CSAT and related metrics.
• Support process automation initiatives using AI-based solutions and workflow tools.
• Draft process flows using BPMN for documentation and deliver project objectives.
• Engage stakeholders and manage governance meetings, RAID logs and project plans.

Skills

Finance processes

Accounting concepts

OE KPIs & CTQ

Business analysis

Lean / Six Sigma

English communication

MS Office 365

Tools

Smartsheet

JIRA

Power BI

Power Automate

Alteryx

UiPath

Blackline

Salesforce

Job 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
• 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 least 5 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
• Desired 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 Alteryx automation development.
• 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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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].

Working Arrangement

Hybrid

Recent awards include: 2024 Gallup Exceptional Workplace Award Winner, Manulife Named one of Forbes World’s Best Employers 2023, Best Companies to Work for in Asia 2023, We’ve been recognized as one of Canada’s Top 100 Employers (2024), Manulife included in Bloomberg’s 2023 Gender‑Equality Index.

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