Collections Specialist, Healthcare Account
iSTA Solutions
Senior Operational Excellence Consultant
Manulife
full-time
Posted on:
Location Type: Hybrid
Location: Quezon City • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Conducting process discovery & walkthrough sessions for operational and/or support processes
- Gathering adequate information and data to support the project objectives
- 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
- Building good working relationships with project stakeholders
- Cultivating a continuous improvement culture and critical thinking by participating in OE Forums with offshore Business Partners and GBS Operational Excellence Community of Practice
- Sharing industry best practices, case studies, implementation tips, new trends and tools in Operational Excellence
- Participating in LEAN Six Sigma workshops and other OE trainings
Requirements
- 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
- 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
- DESIRED: Management consulting experience
- DESIRED: Experience 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.
- DESIRED: Project management experience
- DESIRED: Experience working with stakeholders across different geos, i.e., North America, Canada, Asia
- DESIRED: Experience working remotely, i.e., staff working from home or working with colleagues located at other geo locations
- PREFERRED: Project management skills
- PREFERRED: Agile Certification
- PREFERRED: Scrum Certification
- PREFERRED: Strong negotiation and conflict resolution skills
- PREFERRED: Experience in a leadership role, i.e., team leader, supervisor, etc.
Benefits
- Working Arrangement: Hybrid
- 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
- Support for reasonable accommodation during the application process (contact recruitment@manulife.com)
- Inclusion and diversity commitment
- Opportunities for professional development and learning
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
LEANDMAICData AnalysisHCDDesign ThinkingAgileScrumMS ExcelPowerPointMinitab
Soft skills
communication skillsinterpersonal skillscritical thinkingproblem solvingnegotiation skillsconflict resolution skillscontinuous learningstakeholder managementpresentation skillsfacilitation skills
Certifications
LEAN Six Sigma GreenbeltAgile CertificationScrum Certification
