Manager, Business Process Improvement

The role leads mid‐sized process improvement initiatives across financial services operations, partnering cross‐functionally to analyze current-state processes, implement workflow improvements and Gen AI automations, and support modernization aligned with Operations strategy. Oversees a team of 6 Business Process Analysts and Consultants, and acts as a workstream lead on larger programs within Group Benefits Operations. Responsibilities include analyzing inefficiencies, applying Lean/Six Sigma, developing SOPs, implementing automation and standardized workflows, leading cross‐functional workshops and change adoption, ensuring regulatory alignment, defining and tracking KPIs, and contributing to data‐driven modernization efforts including AI-enabled workflows. Strong emphasis on collaboration with risk, compliance, and audit teams, with a focus on improving accuracy, reducing cost, and strengthening operational controls. Located in Waterloo/Toronto/Kitchener/Halifax/Montreal with hybrid work arrangement; Manulife/John Hancock is an equal opportunity employer with a broad benefits program and a flexible, inclusive culture.