Role SummaryThe Manager, Business Process Improvement leads mid‑sized process optimization initiatives that enhance operational efficiency, strengthen control environments, and improve service quality across financial services operations. This role partners cross‑functionally to analyze current‑state processes, implement automation and workflow improvements, and support modernization efforts aligned with enterprise strategy. The Manager may oversee Business Analysts and act as a workstream lead on larger programs.Key ResponsibilitiesProcess & Quality Improvement- Analyze current business processes to identify inefficiencies, bottlenecks, and improvement opportunities, leveraging methodologies such as Lean, Six Sigma, and process mapping.- Develop and implement automation, standardization, and workflow optimization strategies that improve accuracy, reduce cost, and strengthen operational controls.- Document processes and build transparent SOPs to ensure consistency, compliance, and scalability.Cross‑Functional Leadership- Lead workstreams composed of analysts, SMEs, technology partners, and operations leaders.- Gather business requirements, define scope, and support implementation planning in partnership with senior leadership.- Facilitate workshops, training sessions, and change adoption activities to support process transitions.Risk, Compliance & Control Alignment- Ensure all process changes align with regulatory expectations, risk frameworks, and internal policy requirements.- Partner with risk, compliance,



and audit teams to validate control effectiveness and document mitigations.Performance Measurement & Reporting- Define and track KPIs to measure effectiveness of process changes, including cycle time, accuracy, cost efficiency, and service‑level outcomes.- Produce clear reporting for leadership to inform operational and strategic decision‑making.Modernization & Strategic Alignment- Contribute to modernization initiatives including system upgrades, data integration improvements, and AI‑enabled workflows, consistent with 2026 financial services trends.- Support customer‑journey and experience‑driven process enhancements aligned with evolving digital expectations.Required Qualifications- 5‑7+ years of experience in process improvement, operations, or financial services.- Experience leading process optimization or automation workstreams.- Knowledge of financial operations, service workflows, and back‑office systems.- Strong analytical and problem‑solving skills; able to use data to evaluate processes.- Solid understanding of Lean Six Sigma (LSS)



process improvement methodologies and change management.- Proficiency in process mapping tools and data analysis platforms.- Excellent communication and facilitation skills.- Ability to lead cross‑functional teams in dynamic environments.Preferred Qualifications- Bachelor's degree in business, Engineering, Operations, or related field.- Lean Six Sigma (Green Belt or higher) preferred.- Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients across provinces outside Quebec.Benefits- Flexible hybrid working arrangement.- Generous paid time off program including holidays, vacation, personal and sick days, and full range of statutory leaves of absence.- Wide array of benefits including health, dental, mental health, vision, disability, life and AD&D; insurance coverage, adoption/surrogacy and wellness benefits.- Retirement savings plans including pension and global share ownership plan with employer matching contributions.- Employee/family assistance plans and financial education and counseling resources.Location and SalaryWaterloo, Ontario. Salary range: $85,300.00 CAD – $135,300.00 CAD.Manulife Equal Opportunity EmployerManulife/John Hancock is an equal opportunity employer and embraces diversity. All applicants are considered without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.#J-18808-Ljbffr

📌 Manager, Business Process Improvement - C$85,300 - C$135,300 A Year (London)
🏢 Manulife
📍 London