Senior Operational Excellence Consultant: Drive Impact

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

Job summary

Manulife is seeking a Sr. Operational Excellence Consultant to shape how we work, deliver value, and evolve continuously.

You will influence outcomes, empower teams, and create measurable impact across the business, serving as a trusted partner across functions to identify opportunities and translate insights into customer-focused results. The role emphasizes OE leadership, cross-geos collaboration, and building a culture of continuous improvement within a hybrid setup.

Qualifications

• 3 years combined experience in operational management and leading process/performance improvement projects in insurance/BPO.
• 2 years hands-on application of OE, problem solving and PM frameworks (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum).
• 2+ years as Business/Process/Data Analyst for customer service ops (call center, emails, chats, back office).
• 2+ years experience managing project stakeholders, delivering presentations, and facilitating meetings.
• Knowledge of Insurance operations and BPO contact center/back-office operations.
• Advanced MS Excel and PowerPoint skills; data analysis using statistical tools (Minitab, SPC).
• Experience with end-to-end process discovery/walk-through sessions and development of deliverables.

Responsibilities

• Execute tasks assigned by the project manager, including process discovery sessions and data gathering.
• Validate data used for project deliverables and quantify gaps/improvement opportunities.
• Develop process maps, policy/procedures, data analyses, charts, and management readouts.
• Support deployment of recommendations and measure benefits of OE projects.
• Build relationships with stakeholders and foster OE culture across functions.
• Participate in LEAN Six Sigma workshops and OE trainings.

Skills

Advanced MS Excel

Advanced PowerPoint

Excellent communication

Interpersonal skills

Project management

Data analysis

Education

LEAN Six Sigma Greenbelt Certification

PMP/Agile/Scrum Certification

Tools

Nice

Verint

IEX

ACD

CRM

Ticketing Systems

Power BI

Knowledgebase

Learning Management Systems

Job description

Manulife is seeking a Sr. Operational Excellence Consultant to shape how we work, deliver value, and evolve continuously.

You will influence outcomes, empower teams, and create measurable impact across the business, serving as a trusted partner across functions to identify opportunities and translate insights into customer-focused results. The role emphasizes OE leadership, cross-geos collaboration, and building a culture of continuous improvement within a hybrid setup.