Operations Strategy and Excellence Lead

The Operations Strategy and Excellence Lead, is responsible for supporting the Head of Operations Strategy and Transformation in defining and upholding the a.) overall PH Operations multiyear strategy and KPIs, b.) continuous improvement thru a rigorous operational standards, streamlining core processes, and embedding continuous improvement throughout the PH Operations team c.) Change Management for Strategy and Transformation team initiatives. This role employs a deep understanding of insurance end-to-end business, Lean Six Sigma approaches, data-driven insights, and a range of quick win automation solutions (e.g., PowerApps, AI) to ensure reliable, efficient operating models. The position works in close partnership with dedicated transformation and innovation teams, providing comprehensive operational designs, analytics, and recommended practices to help achieve outstanding client service, top-tier quality, and stable long-term growth.

The successful candidate will partner closely with the PH Operations Transformation Lead, Operations Value Stream Lead, Regional Transformation and Excellence team and different stakeholders in PH e.g. Distribution, Risk, Legal & Compliance, IT, Marketing, to deliver process improvements that are beneficial to the client and Distributor.

Key Responsibilities

Strategy and Governance

• Work with the Head of Operations Strategy and Transformation and PH COO in setting and follow through the overall 3-year Operations Strategy and Roadmap
• Work with the Head of Operations Strategy and Transformation and the Transformation Lead in setting the 3- year transformation road map
• Assist in implementing governance structures for assessing high-priority improvement programs, ensuring senior-level sponsorship and clear accountability.
  
  

Process Optimization and Standardization

• Conduct in-depth reviews of end-to-end processes (e.g., underwriting, policy administration, claims) to identify inefficiencies and boost cost-effectiveness.
• Apply Lean Six Sigma methodologies to streamline workflows, maintaining compliance with local regulations while ensuring regional consistency.
• Assist in developing, refining, and endorsing best-practice operating models, providing expert guidance to field teams.
  
  

Collaboration with Transformation and Innovation Teams

• Act as a key source of operational insights and proven techniques that support transformation and innovation efforts.
• Offer process designs and recommendations while transformation initiatives progress, minimizing potential disruptions to existing operations.
• Provide feedback on pilot programs and new technologies to help adapt successful solutions for broader rollouts across multiple markets.
  
  

Digital Tools and Automation

• Lead in directing the adoption of quick wins automation platforms—such as PowerApps, IDP, and AI as process improvements.
• Collaborate with Regional Transformation, Local IT and data analytics groups to evaluate the impact of these tools, broadening their use where they deliver clear value.
  
  

Building Capabilities And Implementation Frameworks

• Assist in designing and delivering training to strengthen operational excellence competencies within the PH Operation team.
• Support the establishment and maintenance of robust implementation processes for performance reviews, ensuring consistent application across all markets.
• Provide continual support and coaching to continuous improvement leads fostering a culture of data-informed improvement and accountability.
  
  

Business Case, Performance Measurement and Stakeholder Management (PH and Region)

• Support the Head of Operations Strategy and Transformation in developing business case, using benefit realization assessments to confirm gains, guide subsequent enhancements, and keep senior leaders informed.
• Encourage a culture of ongoing optimization by promoting evidence-based decision-making and iterative refinements to processes.
  
  

Coordination and Execution

• Review progress of identified improvements with Value Stream teams, addressing any delays and issues, providing support for remediation or escalation as needed.
• Review implementation progress and delivery expectations, offering deep dives with a focus on customer-driven outcomes.
  
  

Reporting and Tracking

• Support monthly reporting of initiatives to PH, regional stakeholders and committees.
• Maintain a repository of all undertaken process reviews and track/report progress.
  
  

Support and Backup

• Provide support and backup to PH Transformation team.
  
  

Change Management

• Lead and Support the Transformation team in implementing effective Change Management initiatives for the overall Strategy and Transformation team initiatives
  
  

Shared Accountabilities

• Cross-Functional Collaboration: Work collaboratively with other department heads and senior leadership to ensure alignment of transformation initiatives with overall business goals.
• Change Management: Partner with relevant departments to create and implement effective change management strategies.
• Stakeholder Communication: Collaborate with relevant departments to ensure clear and consistent messaging around transformation initiatives.
  
  

Problems / Challenges

• Change management: Overcome resistance to new technologies or processes. Develop and implement effective change management strategies to ensure smooth transitions.
• Resource Constraints: Prioritize initiatives and manage limited resources, including budget, time, and personnel, to successfully execute transformation initiatives.
• Alignment Across Departments: Ensure cross-functional alignment and collaboration, addressing potential conflicts or misalignments that may arise during projects.
• Data Management: Address challenges related to data quality, accessibility, and integration across systems.
  
  

Competencies/Knowledge

• Familiarity with scaled agile practices.
• Prioritizes short-term process goals while keeping a broader organizational perspective.
• Performance-Driven: Demonstrates a solid track record of achieving operational efficiencies and heightening service standards.
• Analytically Minded: Utilizes robust data and metrics to guide operational decisions and maintain accountability.
• Obsessed with the customer; ability to drive value, working backward from the customer.
• An entrepreneurial spirit and comfort working within a rapidly changing environment and able to take sensible risks and recommend to continue or discontinue direction based on data.
• Exposure and experience in such areas as strategy planning, agile, project management principles, lean and systems thinking, and change management.
• Demonstrated success at senior cross-functional project delivery involving cross-functional teams, stakeholders, and business functions.
• Exceptional communications judgment and the ability to communicate effectively at all levels with both technical and non-technical stakeholders.
• Confident presentation and facilitation skills and strong interpersonal and leadership skills to facilitate working with senior management at all levels.
  
  

Required Qualifications

• At least 8-10 years in operations, process excellence, or a similar leadership capacity within insurance or financial services.
• A master’s degree in Business, Operations Management, or a related field is a plus factor
• Extensive expertise in life and health insurance processes, products, and varying regulatory considerations
• Demonstrated success in refining underwriting, policy handling, and claims processes.
• Familiarity with automation technologies (PowerApps, AI) and data analysis tools used for performance tracking and improvement.
• 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, etc.)
• Certified LEAN Six Sigma Greenbelt
• Knowledge of operations management and with strong business acumen
• Strong negotiation and conflict resolution skills
• Client management, Excellent leadership, Good interpersonal and Project management skills
• Capability to assess emerging technologies and integrate them effectively to optimize operational outcomes.
• Strong influence and communication skills when coordinating with senior executives and cross-functional teams in a culturally diverse, matrixed environment.
• Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations.
• Skilled at presenting complex material clearly and securing support from varied audiences.
• Proven ability to manage intricate multiple projects
  
  

Preferred Qualifications

• Certified COPC Implementation Leader
• PMP Certified
• Agile Certification
• Scrum Certification
  
  

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 [email protected].

Working Arrangement

Hybrid