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Senior Operational Excellence Consultant
Manulife Insurance MalaysiaQuezon City, Metro Manila, Philippines1 day ago
Job descriptionNous utilisons des pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d’utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de Responsible for executing the tasks assigned by the project manager which generally entail : conducting process discovery & walkthrough sessions for operational and / or support processes 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. supporting the business process owners in deploying the agreed recommendations measuring and tracking benefits of OE projects- gathering adequate information and data to support the project objectives MINIMUM Hiring Requirements – Experience 3 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 MINIMUM Hiring Requirements - Knowledge & Skills Knowledge of Insurance operations Knowledge of BPO Industry Knowledge of Contact Center and Back-Office Operations LEAN Six Sigma Greenbelt Trained Knowledge of operations management Advanced MS Excel skills Advanced PowerPoint skills Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc. Ability to conduct end to end process discovery & walkthrough sessions Ability to identify process and / or performance gaps and opportunities Ability to quantify impact of process gaps and / or performance misses and continuous improvement opportunities Ability to conduct advanced data analysis and create charts 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 PREFERRED Knowledge & 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 experienceExperience 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.- Project management experienceExperience working with stakeholders across different geos, i.e., North America, Canada, AsiaExperience working remotely, i.e., staff working from home or working with colleagues located at other geo locations
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Senior Operational Excellence Consultant • Quezon City, Metro Manila, Philippines
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