Operational Excellence Consultant

About the role

The Operational Excellence Consultant will partner with business stakeholders across Manulife to drive continuous improvement initiatives. You will identify, analyze, and implement process enhancements that increase operational efficiency, improve service delivery, and support data‑driven decision‑making.

Key responsibilities

• Conduct process discovery and walkthrough sessions for operational and support processes.
• Gather, validate, and analyze data to support project objectives and deliverables.
• Identify performance gaps, quantify impacts, and recommend improvement opportunities.
• Create project deliverables such as process maps, policies, procedures, data analyses, charts, and management presentations.
• Support business process owners in implementing recommendations and tracking benefits realization.

Required profile

• Minimum 3 years experience in insurance and/or BPO customer service operations with a focus on process or performance improvement.
• At least 1 year of experience as a Business/Process/Data Analyst on improvement projects.
• Proven ability to manage stakeholders, facilitate meetings, deliver presentations, and produce status reports.
• Bachelor’s degree in Industrial Engineering, Business Management, Finance, Statistics, or a related field.
• Strong verbal and written communication skills and a passion for continuous learning.

Required skills

• Lean Six Sigma Green Belt or Yellow Belt certification.
• Knowledge of DMAIC, Design Thinking, Human‑Centered Design, Agile, and Scrum methodologies.
• Experience with Power BI, Minitab, SPC Excel, and statistical analysis tools.
• Familiarity with BPO tools such as NICE, Verint, IEX, CRM platforms, ticketing systems, and learning management systems.

What we offer

• Exposure to leading Operational Excellence methodologies and industry best practices.
• Professional development through training and cross‑functional project participation.
• A flexible, inclusive environment that supports well‑being and career growth.