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About the Role

This role is designed for an experienced transformation professional and certified Six Sigma Black Belt who can independently lead complex, cross-functional initiatives, influence senior leaders, and deliver sustained operational results through disciplined continuous improvement practices. You will own end-to-end improvement initiatives, from identifying performance gaps and root causes through designing, implementing, and sustaining improved ways of working. This role is fully dedicated to Group Benefits Operations and carries clear accountability for measurable operational results.

Responsibilities

Identify, prioritize, and lead high-impact process improvement initiatives aligned to GB Operations and SFS performance objectives.
Apply DMAIC to diagnose complex operational issues, identify root causes, and implement practical, sustainable solutions.
Own improvement outcomes, including cycle time reduction, capacity release, quality improvement, and service performance.
Lead end-to-end value stream mapping to understand flow across functions and identify bottlenecks, constraints, rework, and non-value-added activity.
Assess handoffs, policies, and decision points that drive delays or variation.
Design future-state processes that improve throughput, stability, and customer and colleague experience.
Establish performance baselines using operational data and metrics.
Use statistical and analytical techniques to identify variation, trends, and improvement opportunities.
Define and implement control plans, KPIs, and visual management to ensure gains are sustained.
Partner with technology, automation, and delivery teams to enable process improvements through low-code automation, workflow tooling, or GenAI solutions where appropriate.
Frame improvement opportunities so they are process-led and outcome-focused, with solution development executed by specialist teams.
Ensure technology changes reinforce improved processes rather than digitizing waste.
Work directly with SFS leadership to align on problem statements, priorities, and success measures.
Lead cross-functional working sessions to test solutions, resolve constraints, and drive implementation.
Partner with change management resources to ensure improvements are embedded, adopted, and sustained.
Coach and support analysts and team members in Lean, Six Sigma, and structured problem-solving techniques.
Contribute to the maturation of GB Process Transformation standards, tools, and practices.

Requirements

Six Sigma Green Belt certification required (Black Belt preferred).
Ability to independently lead complex transformation initiatives in a dynamic environment.
5+ years of experience in process transformation, continuous improvement, or operational excellence.
Proven track record of leading complex, cross-functional transformation initiatives and delivering measurable operational and financial results.
Deep expertise in Lean, Six Sigma, and value stream management, with hands-on application of DMAIC.
Strong data analytics capability, with experience using data to diagnose problems, support decisions, and track sustained performance.
Demonstrated ability to work effectively with senior leaders (Director / AVP level) and influence action through evidence-based insights.
Clear, structured communication skills, with the ability to explain complex problems and solutions in practical terms.

Skills

Lean Six Sigma
DMAIC
Value Stream Mapping
Data Analytics
Statistical Techniques
KPI Frameworks
Visual Management
Low-code Automation
Workflow Tooling
GenAI
Change Management
Microsoft Power Platform (Power Apps, Power Automate, Power BI)

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

5+ years of experience in process transformation, continuous improvement, or operational excellence
Experience working in or supporting Group Benefits Operations or Sponsor Financial Services
Experience defining and tracking benefits realization and KPI frameworks
Exposure to enterprise-scale transformation or operating model change

Education Level

Six Sigma Green Belt certification required (Black Belt preferred)

Salary/Compensations

$73,725.00 CAD - $122,875.00 CAD

Benefits

Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
Adoption/surrogacy and wellness benefits.
Employee/family assistance plans.
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions).
Financial education and counseling resources.
Generous paid time off program in Canada includes holidays, vacation, personal, and sick days.
Full range of statutory leaves of absence.

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

Equal Opportunity

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 hr@manulife.com.