Manager, Business Process Improvement

Manulife • Waterloo, ON

3d • CA$85,300 - CA$135,300 • Hybrid

About The Position

The 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 workflow improvements and Gen Ai automations, and support modernization efforts aligned with Operations strategy. The Manager will oversee a team of 6 Business Process Analysts and Consultants and act as a workstream lead on larger programs within Group Benefits Operations.

Requirements

• Bachelor’s degree in business, Engineering, Operations, or related field.
• 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.

Nice To Haves

• Lean Six Sigma (Green Belt or higher) preferred.
• 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.

Responsibilities

• 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 clear SOPs to ensure consistency, compliance, and scalability.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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.
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level