Operational Excellence Senior Consultant
Manulife
- Quezon City, Metro Manila
- Permanent
- Full-time
- Competitive Salary packages and performance bonuses
- Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
- Retirement savings benefit
- Rewarding culture that values wellness and well-being
- Performance Bonus
- Global network of industry experts
- Extensive training resources
- 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.
- Supproting the business process owners in deploying the agreed recommendations measuring and tracking benefits of OE projects
- 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.
- 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. Demonstrated strong passion for continuous learning Alignment with Manulife Values & Culture
- LEAN Six Sigma Greenbelt Trained. Experience participating in 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.
- Advanced MS Excel skills and Powerpoint skills. Ability to conduct advanced data analysis and create charts
- Ability to conduct end to end process discovery & walkthrough sessions and identify process and/or performance gaps and opportunities and to quantify impact of process gaps and/or performance misses and continuous improvement opportunities
- 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 skills
- Agile Certification
- Scrum Certification
- Strong negotiation and conflict resolution skills
- Experience in a leadership role, i.e., team leader, supervisor, etc.
- Management consulting and 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 Experience working remotely, i.e., staff working from home or working with colleagues located at other geo locations