At Manulife, we are dedicated to making decisions easier and lives better for our customers. As a Senior Operations Analyst, you will be an integral part of the Canadian Wealth division within Manulife Wealth Advisory Operations. This role involves collaborating with the Operations Manager to support Middle Office tasks and ensure operational effectiveness. You will engage with our back-office, advisors, and internal stakeholders to establish new and improve existing processes, ensuring optimal efficiency while adhering to all compliance and regulatory standards. We seek a proactive, motivated, and innovative problem solver who thrives in a dynamic and rapidly changing environment.

Key Responsibilities:

Develop Subject Matter Expert knowledge in Specialty Programs tasks.
Provide internal and external audit support, including gathering information, diagnosing issues, and following action plans to mitigate risks.
Reconcile and escalate issues between various systems.
Troubleshoot production issues through discussions with end users and technical leads.
Identify and present opportunities for improving quality, effectiveness, and efficiency in current processes and workflows.
Create and maintain clear, concise, and up-to-date system/process documentation and end user training material.
Enforce standard processes within the team.
Participate in projects as a Subject Matter Expert.

Essential Responsibilities:

Investigate and resolve complex issues.
Recommend enhancements to improve operational efficiencies.
Analyze data, communicate findings to management, and offer recommendations.
Assist in problem resolution of complex issues.
Contribute to the continuous improvement of business processes.
Serve as an internal Subject Matter Expert for escalations, problem-solving, and consulting.
Lead and/or liaise for departmental and cross-departmental projects.
Perform internal testing, quality assurance, and other auditing functions to ensure the integrity of department processing and workflow.
Collaborate with stakeholders to ensure the integrity of processing and workflow in support of Middle Office functions.
Manage the document and procedure library to ensure accuracy and up-to-date information.
Audit requests, controls, and risk management for Specialty Programs.
Documentation and workflow management, including scheduling and adhering to review frequencies.
Oversight of work completed in Salesforce, management of fee runs, and required signoffs.
Handle escalations and provide advisor support.
Identify process optimization and automation opportunities.

Required Qualifications:

Undergraduate education in Business Administration, Accounting, Finance, or Economics.
3+ years of professional experience in a client-facing financial institution, with an emphasis on process analysis, problem-solving, and process improvements.
Comfortable with learning new technologies and working in a changing environment.
Proven ability to collaborate across functions within an organization with diverse approaches and thinking styles.
Ability to multi-task in a fast-paced, ever-changing environment with a sense of urgency.
Exceptional attention to detail with the ability to analyze data meaningfully.
Strong computer skills and expert proficiency in MS Office.
Self-motivated, able to work independently with minimal supervision, and capable of making decisions based on developed skills and knowledge.
Strong verbal and written communication skills, with the ability to present issues and trends to management and recommend solutions to improve and simplify business processes.
Effective time management skills, capable of working well under pressure to meet tight deadlines.
Ability to quickly comprehend business processes, identify risk implications, analyze complex situations, and make beneficial and practical recommendations.

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

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 [redacted].

Primary Location

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid
Salary range is expected to be between
$61,350.00 CAD - $102,250.00 CAD

If you are applying for this role outside of the primary location, please contact [redacted] 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 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 [redacted] for more information about U.S.-specific paid time off provisions.

Manulife and John Hancock

New Jobs

Senior Operations Analyst