Operations Process Manager Jobs in Kitchener, ON

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 largescale, 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, crossfunctional 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 endtoend 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, datadriven 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 highimpact 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 endtoend value stream mapping to understand flow across functions and identify bottlenecks, constraints, rework, and nonvalueadded activity
• Assess handoffs, policies, and decision points that drive delays or variation
• Design futurestate processes that improve throughput, stability, and customer and colleague experience

DataDriven 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 lowcode automation, workflow tooling, or GenAI solutions where appropriate
• Frame improvement opportunities so they are processled and outcomefocused, 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 crossfunctional 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 problemsolving 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, crossfunctional transformation initiatives and delivering measurable operational and financial results
• Deep expertise in Lean, Six Sigma, and value stream management, with handson 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 evidencebased 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); handson development is not required, but the ability to identify processled 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 enterprisescale 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.

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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

Salary range is expected to be between

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.

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