The **Senior Transformation Analyst** join our Operational Excellence team at MBPS. In this role, you are expected to conduct process discovery & walkthrough sessions for operational and/or support processes, identify process and/or performance gaps and opportunities, quantify impact of process gaps and/or performance misses and continuous improvement opportunities and support the business process owners in deploying the agreed recommendations measuring and tracking benefits of projects. **Position Responsibilities:** + Analytical support for transformation projects, ensuring data-driven decision-making. + Provide technical training and coaching on broad Operational Excellence disciplines – i.e. Agile, Lean, Design Thinking, CI. OE workshops (e.g., Problem Solving tools and techniques, VSM, CJM, Scrum, CI workshops). + Monitors project progress and provides insights, ensuring transformation initiatives are on track **Required Qualifications:** + Knowledge of and hands-on application of Project Management frameworks and tools + Project Management Training or Certification: PMP, Agile, Scrum, etc. + Knowledge of and hands-on application of Operational Excellence, Problem Solving methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, VSM, Customer Journey Mapping, Visual Management, OE Maturity, etc.) + Training for LEAN Six Sigma Blackbelt + Ability to influence & lead senior leaders in decision-making through insightful, data-driven, and value-added recommendations. + Ability to develop and facilitate management trainings and workshops geared towards mid-level and senior-level leaders. + Advanced MS Office Skills + Use of statistical tools for data analysis, i.e., Minitab, SPC Excel, etc. + Excellent communication skills (verbal and written) + Good interpersonal skills + Strong negotiation and conflict resolution skills **Desired:** + Certified COPC Implementation Leader Knowledge and experience with Insurance Contact Center and Back-Office Operations + Certified LEAN Six Sigma Blackbelt **Preferred Qualifications** + 5 years combined experience in leading process engineering, optimization & performance improvement projects, operational management and management of key support functions in the insurance and/or BPO industry. + At least 2 years experience in leading process & performance improvement projects for customer service operations in the insurance, BPO, and/or shared services industry (i.e., call center, emails, chats, back office, etc.) + At least 3 years Project management experience At least 2 years experience in managing stakeholders in senior leadership roles, i.e., delivering formal presentations, developing executive reports, facilitating management meetings, etc. + At least 2 years experience in developing and facilitating management trainings and workshops on various Operational Excellence, Problem Solving, and Project Management frameworks, methodologies and tools (LEAN, DMAIC, Data Analysis, HCD, Design Thinking, Agile, Scrum, etc.) + Demonstrated strong passion for continuous learning + At least 2 years experience as OE Consultant, Coach or Manager + Alignment with Manulife Values & Culture **Desired:** + 1. Management consulting experience + 2. Experience leading large, cross-functional, organization-wide, multi-site transformation and/or process and performance improvement initiatives + 3. Familiarity with commonly used BPO tools and systems (i.e., Nice, Verint, IEX, ACD, CRM, Ticketing Systems, Knowledgebase, Learning Management Systems, Power BI, etc.) + 4. Experience working with stakeholders across different geos, i.e., North America, Canada, Asia + 5. Builds and leverages on network of OE professionals and or organizations in the industry and/or academe to keep abreast of best practices, industry developments, trends, issues, etc. **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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido