The Process Design Analyst will be collaborating with the Operational Excellence Team involves driving transformation and improvement to boost operational performance and make Manulife more accessible for business. As a Process Design Analyst, you play a crucial role in executing transformational process changes. You work closely with management teams to identify, lead, and implement process transformation initiatives that directly support the achievement of the organization's strategic goals.
Position Responsibilities
1. Understand, analyze and document processes
2. Conduct process walkthroughs and fact-finding sessions
3. Identify process improvement opportunities
4. Develop recommendations and participate in solutions development
5. Work hand in hand with Training Teams to understand process changes and update the knowledgebase and/ or process and procedures documentation accordingly
6. Work on multiple projects at the same time in a fast-paced environment
7. Provide support for project management activities including planning, scheduling, governance and execution to successful completion.
8. Commit to self-development towards mastery of LEAN and Agile practices, tools and methodologies, project management principles and industry knowledge
Requirements:
9. University degree
10. Relevant experience in process mapping and procedures documentation
11. Contact center business knowledge and experience
12. Analytical skills
13. Understanding of the big picture, impact of issues / changes to the business
14. Ability to work independently on multiple projects in a fast-paced environment
15. Proven ability to create and maintain strong relationships across the organization at all levels
16. Excellent presentation, facilitation and communication skills
17. Ability to effectively prioritize and manage expectations
18. Hands-on knowledge and application of the LEAN methodology
19. Formal training in either Lean / Lean Six Sigma Green Belt
When you join our team:
20. We’ll empower you to learn and grow the career you want.
21. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
22. As part of our global team, we’ll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .
Working Arrangement
Hybrid