Credit risk specialist analyzing and managing commercial mortgage exposures at Manulife, an international financial services provider. Supporting underwriting, workouts, portfolio monitoring, and senior credit decisions.
About the role
- Continuous Improvement Lead focusing on transforming Technical Services through process efficiencies and operational excellence. Collaboration with various teams to achieve measurable improvements.
Responsibilities
- Analyze end-to-end Technical Service processes to identify inefficiencies and pinpoint root causes using Lean, Six Sigma, DMAIC, and process mapping methodologies
- Lead and execute process improvement initiatives that reduce administrative time, increase efficiency, and elevate service quality
- Partner with Technical Service, Customer Experience, Operations IBP, Operational Insights, Quality, and Commercial stakeholders to build consensus and prioritize initiatives based on business impact and feasibility
- Manage stakeholder communication, training, and change adoption to ensure improvement initiatives are successfully implemented and sustained
- Establish performance baselines and track improvements over time to confirm benefit realization
- Define KPIs and metrics, analyze operational data, and quantify the financial and operational impact of improvement initiatives
- Build and maintain reporting dashboards in collaboration with Analytics/Operational Insights teams to enable visibility into performance
- Deliver training and coaching to support team adoption of new processes as a Business Process subject matter expert on cross-functional projects
Requirements
- Bachelor's degree in Business, Engineering, Operations, Supply Chain, or a related field (or equivalent combination of education and experience)
- Minimum 5 years of experience in continuous improvement, process improvement, or operational excellence within Technical Service, Customer Service/Experience, Supply Chain, or a similar operational environment
- Demonstrated experience leading end-to-end continuous improvement initiatives, including process analysis, root cause identification, and implementation of measurable improvements
- Proficiency with Excel or Power BI for data analysis and dashboard development
- Lean Six Sigma Green Belt certification (preferred)
- Experience with Power BI, Salesforce.com, and/or Oracle (preferred)
Benefits
- Hybrid work arrangement based on business needs
- Professional development opportunities
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