Process Improvement and Change Management Lead

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Process Improvement and Change Management Lead with the resources to solve critical problems for the future of our business, which is why we need you.

Responsibilities

• Develop and implement strategic initiative to enhance organizational process and to optimize claim processing within Claim Value Stream, Policy Administration within Manage and Review Value Stream, New business process within BUY Value Stream and related workflow.

• Collaborate cross functional teams including and not limited to Value Stream Product Owner (VSPO), Value Stream Experience Lead, head of business units, support/service functional teams to deliver the transformation agenda, including drive necessary changes to enable alignment of process improvement with overall business goal.

• Analyze current workflow to streamline operational process and optimize efficiency.

• Drive a culture of continuous improvement, fostering innovation and best practice as well as provide leadership and mentorship to process improvement.

• Monitor key performance indicator (KPIs)and implement corrective action needed.

• Work with Distributions Experience to plan the approach and socialization of the transformation activities/items and get feedback from distribution team.

• Lead and facilitate change management initiatives within Operational team and ensure the digital tools being promoted and drive to highest adoption rate.

• Develop and implement comprehensive change management plans to support business transformation.

• Collaborate with Value Stream Experience Lead, Marketing and Communication team, Distribution team to ensure alignment of Change initiative with Operational goals and including stakeholder analysis and create tailored communication plans to manage expectation.

• Monitor and measure the effectiveness of change management strategies, making adjustment as needed as well as identify and address potential resistance to change through proactive communication and engagement with internal OPS and Distributions team.

• Organize workshops or working group to focus on operations and process improvements; develop value streams maps of current state and future state with analyzed data enabling fact-based decisions.
  

How will you create impact?

The Process Improvement Lead will report to Head of Business Transformation. The transformation office is accountable to drive and deliver the newly defined Target Operating Model (TOM) to Manulife and be responsible to oversee the transformation portfolio.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
  

What we are looking for

• University graduate with minimum 8 years solid experience in Consulting, Business Process Transformation and Change Management with good exposure to the Financial Services industry

• Holder of Professional Certification in Process Improvement techniques/methodologies would be preferred

• Knowledge of the insurance industry would be an advantage

• Knowledge of the latest technology developments, trends and standards would be an advantage

• A senior individual who is highly motivated and able to work independently, with minimal supervision

• Proven experience in process improvement methodologies (e.g. Lean Six Sigma, Lean )

• String analytical and problem solving skills.

• Effective communication and interpersonal skills.

• Leadership experience in driving change and managing team

• A team player who is able to connect well with peers and interact very successfully with business stakeholders and Regional functions as required
  

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.
  

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.

• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.

• Continuous innovation
  We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .