Operational Excellence Consultant

About the role

The Operational Excellence Consultant will partner with business stakeholders across Manulife to drive continuous improvement, enhance service delivery, and support data‑driven decision‑making. You will work on cross‑functional projects, applying Lean, Six Sigma, and other improvement methodologies to deliver measurable benefits.

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.
• Develop deliverables such as process maps, policies, procedures, data analyses, charts, and management presentations.
• Support 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 as a Business/Process/Data Analyst on improvement projects.
• Experience managing stakeholders, facilitating meetings, delivering presentations, and preparing 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.
• Familiarity with BPO tools such as NICE, Verint, IEX, CRM platforms, ticketing systems, and Learning Management Systems.
• Proficiency with Power BI, Minitab, and SPC Excel for statistical analysis.

What we offer

• Opportunities for professional development through training and project participation.
• A flexible, inclusive environment that supports well‑being and career growth.
• Global team collaboration to shape the future of operational excellence.