Operation Process Transformation

The Operations Process Transformation is responsible for driving operational excellence through the analysis, design, and implementation of process improvements that enhance efficiency, reduce costs, and support strategic business objectives. This role identifies opportunities for optimization within operational workflows and leads initiatives that deliver measurable improvements in performance and service quality. It anticipates future operational needs and ensures alignment with the digital roadmap to meet evolving requirements. The position defines and communicates business process improvements to stakeholders, ensuring clarity of goals and vision. Ultimately, this role focuses on improving Operations KPIs while maintaining alignment with the company’s overall strategy.

Position Responsibilities:

• Assess and map current operational processes across life insurance functions such as new business onboarding, underwriting, policy servicing, and claims.
• Identify inefficiencies, compliance risks, and customer pain points, and recommend improvements.
• Lead process improvement initiatives using Lean, Six Sigma, or other methodologies tailored to insurance operations.
• Define project scope, timelines, and deliverables, ensuring alignment with business and regulatory requirements.
• Collaborate with underwriting, actuarial, IT, customer service, and compliance teams to gather insights and implement changes.
• Facilitate workshops and cross-functional meetings to drive consensus and adoption.
• Develop KPIs specific to life insurance operations (e.g., policy issuance turnaround time, claims processing time, NPS).
• Track and report on the effectiveness of process changes and continuous improvement efforts.
• Maintain SOPs and process documentation in line with insurance industry standards and regulatory guidelines.
• Ensure documentation supports audit readiness and operational transparency.
• Support change initiatives by developing training materials and communication plans for operational teams.
• Provide coaching and support to ensure successful adoption of new processes and systems.

Required Qualifications:

• Bachelor’s degree in business administration, Industrial Engineering, Operations Management, or a related field.
• Minimum 3 years of experience in business process improvement, operations, or business analysis.
• Certification in Lean, Six Sigma (Green Belt or higher), or other continuous improvement methodologies is preferred.
• Experience with process mapping tools (e.g., Microsoft Visio, Lucidchart) and data analysis tools (e.g., Excel, Power BI).

Preferred Qualifications:

• Familiarity with ERP systems and digital transformation initiatives is a plus.

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.

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 https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.

Hybrid