Operational Excellence Consultant; AI COE Job Toronto area,Ontario Canada,Business

Position: Operational Excellence Consultant (AI COE)

The Operational Excellence Consultant join our Operational Excellence team 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 provide insights, ensuring transformation initiatives are on track and delivered within agreed timeframes and budget.

Required Qualifications:

Extensive Experience in Process & Operations Excellence

Over 20 years of demonstrated experience leading and implementing process excellence and operational excellence initiatives. Proven track record of driving large‑scale process improvements, operational transformation, efficiency gains, and performance optimization across complex organizations.

Strong Technical Integration Background

Hands‑on technical experience with system integration, including APIs, middleware, or enterprise platforms. Ability to collaborate effectively with IT and engineering teams to translate business requirements into integrated technical solutions that support operational objectives.

Project Management Expertise (Required)

Experience managing complex, cross‑functional projects from initiation through execution and delivery. Familiarity with project management methodologies, governance, risk management, and stakeholder coordination is considered a strong advantage.

Insurance Industry Experience (Mandatory)

Deep knowledge of the insurance industry, including operational processes, regulatory considerations, and industry‑specific systems. Prior experience within insurance organizations is required to effectively navigate domain complexities and business needs.

On‑Site Work Requirement

Willingness and ability to work on‑site at the Nex office, supporting close collaboration with leadership, operations, and cross‑functional teams.

Required Skills and Knowledge

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 training 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:

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.

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…