Manulife Operations Analyst Full Time in Halifax, NS


Branch Halifax NS CA

Operations Analyst
Halifax, NS

Exposure/Understanding of Insurance. 2+ years insurance experience:. Represent Insurance on key projects such Legislative changes, product enhancements and…


Do you enjoy a quick paced environment and thrive on variety in your day to day role?

Are you driven, highly organized and motivated to make a difference?

If so this role may be for you…

We are looking for an Operations Analyst to join our Operations Support team.
As Customer Experience (CX) continues to shape how we do business, focus is being put on creating an experience that is effortless, easy and meaningful to our customers. Our Operational Support team within Insurance and Wealth and Asset Management (WAM) Support provides expertise in process improvement, strives to move the business forward by using Lean & Agile methodologies and ensures smooth transition of all changes that may impact the day to day business.
Reporting to the Manager of Operations Support; the Operations Analyst is a high functioning role that is a hybrid of an Analyst and a Subject Matter Expert. As an Operations Analyst you will be expected to confidently represent the Operational side of the business in mitigating any and all impacts that result from projects, initiatives and continuous process improvements.
In this role you will be accountable for using Lean and Agile methodologies to analyze trends and identify opportunities for all ongoing improvements. Supporting leadership and teams across all locations, you must be able to easily review a process, identify waste and offer creative solutions to complex or escalated cases. Keen influencing and negotiation skills will be required to interact with various internal business stakeholders, including; Customer Experience, Finance, Pricing, Product, Legal, Compliance, Information Security and various levels of management in multiple locations.
In addition to a proven track record for showing initiative and an aptitude to learn quickly, as the Operations Analyst you must be able to recommend initiatives, deliver on business requirements, and implement changes to enhance our ability to improve operational effectiveness and cost-effective service delivery.
Does this sound like you?
  • Flexible to change (processes, tools, priorities etc.)
  • Exposure to Lean/Agile methodology
  • Strong negotiation & influencing skills
  • Action oriented problem solver
  • Collaborative team player
  • Produce high quality work on time
  • Excellent verbal and written communication skills
  • Resiliency with ambiguity
  • Exposure/Understanding of Insurance
Still Interested? Here is what you would do in the role…
  • Represent Insurance on key projects such Legislative changes, product enhancements and system data clean-ups. These initiatives require interactions with other departments and leaders at varying levels.
  • Identify, collect and analyze potential process improvements. Present recommendations, efforts and benefits to the leadership team and drive solutions to completion.
  • Analyze, compile and distribute reports and key metrics as required
  • Provide support on complex cases and escalations while making sound business decisions that balance the needs of the customer and the business. Communicate difficult information to clients or advisors as needed. Establish and maintain an organized follow up system for all cases being worked on.
  • Investigate business issues for leadership and present recommendations for solutions.
  • Ongoing review of work types and workflows both on and off AWD for identification of opportunities for operational efficiencies and cost effective service delivery.
  • Responsible for the analysis of trends or identification of inconsistencies, with the ability to communicate findings and provide resolution.
  • Assist team members with problems and act as a mentor to processors across locations.


What you bring to the table:
  • Excellent oral and written communication
  • Demonstrated ability to be innovative, creative and work collaboratively with peers and across departments/ projects/ locations
  • Excellent negotiating skills and an ability to successfully manage inter-departmental work relationships.
  • Strong influencing skills with ability to make sound recommendations
  • Strong time management and organizational skills
  • Ability to identify tasks and deliverables and provide estimates of your required effort
  • Ability to identify and pursue continuous improvements
  • Proven experience with learning new products, technologies and tools
  • Proven experience with MS Office suite of software
  • Well developed analytical/data analysis skills, with the ability to define, document, present and resolve problems.
  • Proven ability to quickly and easily adapt to changes within the business and organization.
  • Ability to be innovative and creative by generating new and unique ideas, approaches and solutions to problems and opportunities. Openly willing to question traditional assumptions.
  • 2+ years insurance experience: in-depth knowledge of Manulife’s suite of inforce products and procedures preferred.
  • Exposure and understanding of Lean & Agile methodologies is a definite asset
About Manulife
Manulife Financial Corporation is 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 elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2017, we had about 35,000 employees, 73,000 agents, and thousands of distribution partners, serving more than 26 million customers. As of March 31, 2018, we had over $1.1 trillion (US$850 billion) in assets under management and administration, and in the previous 12 months we made $26.9 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong.

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Employment Type: Full Time
Location: Halifax, NS, CA
Posted on: 2018-07-27
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