Job Description

The Process Design Analyst will work closely with the Operational Excellence Team to drive transformation initiatives that enhance operational performance and improve accessibility across the business. This role offers the opportunity to contribute directly to strategic goals by identifying and implementing process improvements that create efficiency and value. You will gain exposure to cross-functional collaboration, project execution, and continuous improvement methodologies such as Lean and Agile. This is an ideal opportunity for someone passionate about process optimization and organizational impact.

Position Responsibilities:

• Understand, analyze, and document end-to-end business processes through structured methodologies
• Conduct process walkthroughs, fact-finding sessions, and stakeholder interviews to gather insights
• Identify process improvement opportunities and recommend solutions aligned with business objectives
• Support solution design and collaborate with teams to implement process transformation initiatives
• Partner with Training Teams to update knowledge base, process documentation, and procedures to reflect changes
• Manage multiple initiatives in a fast-paced environment, ensuring priorities are aligned and tracked effectively
• Provide project management support including planning, scheduling, governance, and execution
• Continuously develop expertise in Lean, Agile, and project management methodologies

Required Qualifications:

• University degree
• Relevant experience in process mapping and procedures documentation
• Experience in contact center operations or related business environment
• Strong analytical skills with ability to assess impact of process changes
• Ability to manage multiple projects independently in a fast-paced environment
• Proven ability to collaborate and build relationships across all levels of the organization
• Excellent communication, presentation, and facilitation skills

Preferred Qualifications:

• Hands-on experience applying Lean methodology in process improvement initiatives
• Formal training or certification in Lean or Lean Six Sigma Green Belt
• Strong understanding of end-to-end business operations and transformation frameworks
• Experience supporting project management activities (planning, scheduling, governance)
• Ability to effectively prioritize tasks and manage stakeholder expectations

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.

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

Working Arrangement

Hybrid