Operations Process Design Specialist

As we continue to look for new solutions to improve our retirement plan recordkeeping capabilities and improved customer experiences, John Hancock’s US Retirement Services business is focused on reaching our bold ambition while we help people around the world save and invest so they can confidently achieve their retirement goals! We are building out FutureChoice, a new digital ecosystem including recordkeeping and trust operations.

Our Strategic Initiatives Team is looking for two dynamic, enthusiastic, team-oriented Process Design Experts who have a passion for solving problems, gathering process requirements, and finding creative solutions while always having the customer at the forefront of their thinking!

The Process Design role will focus on process definition through the various stages of change delivery (i.e. Initial, Interim and Target State Offerings). They will work closely with our Operations, Transformation, Technology and Product Teams and will be key members of the Core Team consisting of the Process Design Specialist, Strategic Operations Product Owner/Leads, User Acceptance Testers, and Technical Writers. 

Applicants require background and experience in analytical roles, a proven ability to work closely with various stakeholders, and a strong desire to learn what is needed to properly support the business for the future.  

Does this sound like you?

• Strong requirements gathering skills.

• A passion for learning.

• A drive to make things more efficient and effective.

• An enthusiastic, positive, collaborative team player.

• Technology savvy.

• Resiliency to ambiguity.

• Fantastic communication skills.

• A “get-it-done” attitude.

Still Interested?  Here’s what you’ll be doing…

• Working closely with the Operations Product Owner/Leads to collaborate with our partners in Technology and Product.

• Working closely with the Team’s Business Analyst who will identify the system requirements needed by Operations in alignment with designed processes.

• Strongly advocating for Operations requirements while working in collaboration with Technology, Product, Sales/Presales, Relationship Management, and other key stakeholders. 

• Contribute to mitigation strategies and identify and raise risks, challenges, and Operations impacts as it relates to the MVP solution design.

• Contribute to building solutions with best practices in mind. Specifically, scalable solutions with solid architecture using best demonstrated practices, following Manulife’s standards and aligned to our objectives and key results (OKRs).

• Collaborating with the team to offer leadership, initiative, and support for team improvements.

• Develop a view on priorities and tradeoffs, as well as alternatives as it relates to the MVP solution design.

• Assess business case impact, including impact on effort and key Operations metrics.

What you bring to the table:

• You love seeing your team and members of your team succeed – and if you help them, it’s all the more rewarding, even if you don’t get all the credit!

• You love driving progress forward – even when there is still a lot to figure out.

• You never lose sight of the customer, their needs, and their experience doing business with us.

• You are a champion and supporter of organizational change within the role, the team, and our Business Area.

• You infect your team (and teammates) with your good humor and passion for your role!

• Agile is a mindset and way of working that you are passionate about.

• Not knowing does not reduce your effectiveness, it just means always asking the right questions.

• You have a strong ability to anticipate customer and stakeholder needs and enjoy the challenge of working with ambiguous expectations.

• You are not afraid of making decisions and have a natural ability to understand and manage risk.

• Adapting to change is something you look forward to.

Required Qualifications:

• 2-3 years Six Sigma / BPI experience.

• 3-5 years in the US group retirement business.

• Working knowledge of US Retirement record keeping systems.

Preferred Qualifications:  

• Operations, Financial Ops, or Client Service experience.

• Background with business processing is helpful.

• Experience working with the OMNI platform preferred

• Product development experience.

• Change management experience.

• Is an undergrad degree preferred.

• Six Sigma / Project Management Professional (PMP) preferred.

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-JH 
#LI-Hybrid 
 

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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].

Primary Location

Boston, Massachusetts

Hybrid

Salary range is expected to be between

$90,225.00 USD - $162,405.00 USD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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Company: John Hancock Life Insurance Company (U.S.A.)