Manager, Business Process Improvement

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.

Position Responsibilities:

Process & 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 clear 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:

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

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

• 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.

Preferred Qualifications:

• 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.

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.

#LI-HYBRID

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 .

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 <.

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$85,300.00 CAD - $135,300.00 CAD

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 < 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 < for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.