Operational Excellence Coach

Key Roles & Responsibilities:

Overview

• Will offer technical training and coaching on the OE broad disciplines – i.e. Agile, Lean, Design Thinking, CI. OE workshops (e.g., Problem Solving tools and techniques, VSM, CJM, Scrum, CI workshops).

• The function will also assist to develop the capability for OE augmented resources in service/business lines for self-managed teams.

  
  

Project / Service Delivery

• Responsible for ensuring that all projects delivered by the squad employ the right project management framework and tools, performance improvement methodology, problem solving tools and techniques, data analysis, etc.

• Provide technical mentorship and detailed guidance to OE consultants within the squad to ensure that the agreed project management framework and tools, performance improvement methodology, problem solving tools and techniques, data analysis, etc. have been applied correctly in order to meet the project objectives.

• Collaborate internally within the team to help identify focus areas that are aligned with Service Delivery overall goals.

  
  

Stakeholder Management

• Build strong relationships with offshore business partners and project stakeholders.

  
  

Operational Excellence Champion

• Cultivate a continuous improvement culture and critical thinking in the organization by leading 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.

• Implement and rollout Operational Excellence and Agile training plans, standards and procedures.

• Develop & facilitate management trainings and awareness sessions to educate leaders on Operational Excellence concepts, frameworks, and tools.

• Conduct LEAN Six Sigma workshops and provide mentorship to operations leaders and/or process experts.

• Coach leaders (Function Leads) in running mature operations.

  
  

People Leader

• Identify technical skill gaps of consultants within the assigned squad and support their professional development through a structured, formal learning plan and regular feedback & coaching.

  
  

• 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.

  
  

Note:

Although this is an individual contributor role, the Coach is responsible for providing performance evaluation assessments for consultants within the assigned squad specific to their demonstration of technical knowledge & application of technical skills during their project delivery.

Minimum Hiring Requirements - Knowledge & Skills

Knowledge of Insurance operations

Knowledge of and hands-on application of Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, VSM, Customer Journey Mapping, Visual Management, OE Maturity, etc.)

Knowledge of BPO Industry

Knowledge of Contact Center and Back-Office Operations

Certified LEAN Six Sigma Blackbelt

Knowledge of operations management and with business acumen

Project management skills

Advanced MS Excel skills

Advanced PowerPoint skills

Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc.

At least 1 Project Management Certification: PMP, Agile, Scrum, etc.

Excellent communication skills (verbal and written)

Good interpersonal skills

Strong negotiation and conflict resolution skills

Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations.

Client management skills

Ability to develop and facilitate management trainings and workshops geared towards mid-level and senior-level leaders.

Excellent coaching skills

Desired:

Certified COPC Implementation Leader

Minimum Hiring Requirements – Experience

5 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.

At least 2 years experience in leading process & performance improvement projects 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 leading process & performance improvement projects for key support functions such as: recruitment, training, quality, customer experience management, forecasting, capacity planning, scheduling, real-time management, transitions, SLA Management, Client Management, Reporting, etc.

At least 3 years Project management experience

At least 2 years experience in managing stakeholders in senior leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating management meetings, etc.

At least 2 years experience in developing and facilitating management trainings and workshops on various Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.)

Demonstrated strong passion for continuous learning

At least 2 years experience as OE Coach

Alignment with Manulife Values & Culture

Desired:

Management consulting experience

Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives

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

Builds and leverages on network of OE professionals and or organizations in the industry and/or academe to keep abreast of best practices, industry developments, trends, issues, etc.

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 [email protected].

Working Arrangement

Hybrid