Process Transformation Consultant – Group Benefits Operations

We are seeking a Process Transformation Consultant to play a critical role within the Group Benefits (GB) Process Transformation team, with dedicated accountability for driving large‑scale, measurable improvements across the Group Benefits Operations business. Reporting to the Manager, Process Transformation, 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. As a Transformation Consultant, you are a process improvement leader with strong operational instincts and a bias for action. You will own end‑to‑end improvement initiatives, from identifying performance gaps and root causes through designing, implementing, and sustaining improved ways of working. Working directly with GB Operations Managers, Directors, and the AVP, you will lead rigorous, data‑driven problem solving focused on eliminating waste, improving flow, reducing variation, and strengthening controls. You will challenge existing processes, test assumptions with data, and apply Lean Six Sigma discipline to ensure improvements are scalable and sustained over time. This role is fully dedicated to Group Benefits Operations and carries clear accountability for measurable operational results, not just analysis or recommendations. Position Responsibilities: Process Improvement & Operational Excellence Leadership 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 Value Stream & Flow Optimization 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 Data‑Driven Problem Solving & Controls 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 Enablement of Solutions & Automation 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 Stakeholder Engagement & Change Adoption 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 Continuous Improvement Capability Building 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 Required Qualifications: Six Sigma Green Belt certification required (Black Belt preferred), with the ability to independently lead complex transformation initiatives in a dynamic environment 5 years of experience in process transformation, continuous improvement, or operational excellence, preferably within Financial Services, Group Benefits, Insurance, or another regulated operations environment 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 Preferred Qualifications: Experience working in or supporting Group Benefits Operations or Sponsor Financial Services Familiarity with Microsoft Power Platform (Power Apps, Power Automate, Power BI); hands‑on development is not required, but the ability to identify process‑led automation opportunities and route them to Power Platform or GenAI delivery teams is an asset Experience defining and tracking benefits realization and KPI frameworks Exposure to enterprise‑scale transformation or operating model change 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. #LI-HYBRID The role being advertised is an existing vacancy. 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 hr@manulife.com. Referenced Salary Location Waterloo, Ontario Working Arrangement Hybrid Salary range is expected to be between $70,500.00 CAD - $117,500.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions. 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. For more information, please refer to our personal information collection statement. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.