Manager, Business Process Improvement

Manulife • Waterloo, ON

4d • 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 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.

Requirements

• 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.

Nice To Haves

• 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 from various provinces outside of Quebec.

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