Operations Analyst Jobs

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid

The Opportunity
Group Benefits is looking for an experienced Operations Workflow Analyst to join our AdminAdvantage Administration team! The successful candidate will be a highly motivated, forward thinking, digitally-inclined and passionate problem solver who is committed to delivering innovative solutions in a fast-paced and changing environment.
The Workflow Analyst will be responsible for long-term forecasting, resource planning, analytics, providing proactive recommendations on workflow trends and day-to-day work queue management. The ability for our team to meet service level targets is critical to our success. To do so, we need accurate and timely operational forecasts (factoring in volume, capacity, standard processing time, etc).
The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services.
If you enjoy working in a dynamic, service-focused environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!
Responsibilities

• Report on daily performance, including incoming & processed volumes and service levels
• Execute on regular service level reporting for internal & external stakeholders
• Predict volume and standard processing time at multiple levels of granularity
• Design and maintain capacity analytics and statistics
• Create, manage and deliver accurate short and long-term forecasts across AdminAdvantage operational area by collecting and analyzing historical information from a variety of sources
• Sytematically manage daily queue workflow by assessing volumes, workforce capacity and skills, and assigning people to work tasks accordingly across multiple teams and locations
• Identify risks, opportunities and provide recommendations to improve processes that boost operational efficiency such as client specific trends and process gaps
• Provide ongoing recommendations for automation of administration tasks
• Drive the forecast process by engaging internal teams to identify variances (volume drivers, abnormalities, project impacts etc.) and providing appropriate recommendations based on analysis  
• Support adjustments and maintenance of long-term forecast processes

What motivates you?

• You are extremely comfortable with data – you use it to make recommendations and decisions everyday
• You strive to delight customers, their needs, and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same.
• You are dedicated to continuous improvement, particularly when it comes to digitization, innovation, and automation.
• You are naturally curious and will dig to find answers
• You are an excellent communicator – you can clearly articulate concepts & use data to demonstrate to various levels across the organization
• You are aware of risks, and take actions to mitigate them
• You have a proven track record of delivering on service commitments
• You care about commitments to the customer and will go above & beyond
• You’re comfortable driving solution progress forward – even when you don’t have all the answers yet.

What We Are Looking For

• Comprehensive knowledge of group benefits, the AdminAdvantage product offering and/or outsourced benefits is an asset.
• 5+ years experience in an operational business with 2+ years of experience in managing workflow and/or capacity planning.
• Resiliency and adaptability when change occurs; ability to lead others through change.
• You’re very comfortable with Excel & Power BI.
• Proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions.
• 3-5 years insurance industry experience preferred
• Successful experience producing reporting to support business needs
• College degree or equivalent work experience.
• Experience with SQL, power apps & power automate. Ability to pick up new ideas, concepts, technologies, and tools easily.

What can we offer you?

• A focus on growing your career path with us.
• Professional development and leadership opportunities.
• A competitive salary and benefits packages.
• Flexible work policies and strong work-life balance.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Continuous innovation: We invite you to help redefine the future of financial services.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
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].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Halifax, Nova Scotia
Salary range is expected to be between
$52,650.00 CAD - $87,750.00 CAD
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 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 [email protected] for more information about U.S.-specific paid time off provisions.