Transformation & Operations Excellence Sr. Consultant

Manulife/John Hancock; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work arrangement

Global team exposure

Job summary

Manulife/John Hancock is seeking a Sr. Operational Excellence Consultant in a hybrid, global setting. You will drive high-impact process improvements across functions, lead change, and translate insights into measurable outcomes for customers and teams.

You will collaborate with offshore partners, participate in OE Communities of Practice, and apply Lean Six Sigma methodologies to deliver lasting value within Insurance and BPO operations.

Qualifications

• 3+ years in operational management and process improvement projects in insurance/BPO.
• Hands-on OE, problem solving, and project management frameworks (LEAN, DMAIC, Design Thinking).
• Experience with customer service operations and cross-geos collaboration.
• Excellent communication and stakeholder management skills.
• Familiarity with BPO tools (Nice, Verint, IEX, CRM).

Responsibilities

• Execute project tasks, conduct process discovery, validate data for deliverables.
• Identify gaps, quantify impact and opportunities for continuous improvement.
• Develop process maps, policy documents, data analyses, and dashboards.
• Support deployment of recommendations and measure benefits with stakeholders.
• Lead OE forums, share best practices, and participate in Lean Six Sigma workshops.

Tools

LEAN Six Sigma

Project management

Excel

PowerPoint

Data analysis

Agile/Scrum

Stakeholder management

BI tools (Power BI)

Quality improvement

Job description

As a Sr. Operational Excellence Consultant, you play a pivotal role in shaping how the organization works, delivers value, and continuously evolves. This role goes beyond driving projects—it is about influencing outcomes, empowering teams, and creating measurable, lasting impact across the business. Sr. Operational Excellence Consultants serve as trusted partners to the business, working across functions to identify opportunities, enable smarter ways of working, and translate insights into results that matter most to customers, colleagues, and leaders.

Why Take on This Role?

1. Lead High-Impact Change
2. Expand Your Influence and Visibility
3. Build In-Demand Leadership Skills
4. Drive a Culture of Excellence
5. See Tangible, Measurable Results
6. Grow Your Professional Network

Position Responsibilities

Project / Service Delivery Responsible for executing the tasks assigned by the project manager which generally entail: Conducting process discovery & walkthrough sessions for operational and/or support processes Gathering adequate information and data to support the project objectives Validating information and data used for developing project deliverables Identifying process and/or performance gaps and opportunities Quantifying impact of process gaps and/or performance misses and continuous improvement opportunities Developing project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc. Supporting the business process owners in deploying the agreed recommendations measuring and tracking benefits of OE projects.

Stakeholder Management Build good working relationships with project stakeholders.

Operational Excellence Champion Cultivate a continuous improvement culture and critical thinking in the organization by participating in OE Forums with offshore Business Partners, actively participating in the GBS Operational Excellence Community of Practice and sharing industry best practices, case studies, implementation tips, new trends and tools in Operational Excellence, etc. Participate in LEAN Six Sigma workshops and other OE trainings. Model the MBPS Values in Action as well as other corporate governance & compliance policies such as but not limited to: Code of Employee Discipline, Data Privacy, Information Security, Risk Management, etc.

Required Qualifications

• 3 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.
• 2 years hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)
• At least 2 years experience participating in process & performance improvement projects as Business/Process/Data Analyst for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.).
• At least 2 years experience in managing project stakeholders, i.e., delivering formal presentations, developing status reports, facilitating project meetings, etc.
• Knowledge of Insurance operations
• Knowledge of BPO Industry
• Knowledge of Contact Center and Back-Office Operations
• Advanced MS Excel skills
• Advanced PowerPoint skills
• Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.
• Ability to conduct end to end process discovery & walkthrough sessions
• Ability to identify process and/or performance gaps and opportunities
• Ability to quantify impact of process gaps and/or performance misses and continuous improvement opportunities
• Ability to conduct advanced data analysis and create charts
• Ability to develop high quality project deliverables such as process maps, policy, processes and procedures documentation, data analysis, charts, management readout, etc.
• Excellent communication skills (verbal and written)
• Good interpersonal skills
• Project management experience
• Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.)
• Experience working with stakeholders across different geos, i.e., North America, Canada, Asia

Preferred Qualifications

• LEAN Six Sigma Greenbelt Certification
• Project Management Certification: Agile, Scrum, PMP Management consulting experience

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.

Equal Opportunity Employer

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.

Working Arrangement Hybrid

We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition.

Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers
• 2025 Financial Times World’s Best Employers Asia-Pacific
• 2026 We’ve been recognized as one of Canada’s Top 100 Employers
• 2026 #1 Life Insurer for AI Maturity by Evident

Our ambition is to be the number one choice for customers.

Learn more at https://www.manulife.com/.