Senior Business Analyst

Job Description

Join our Canadian Segment Technology Team!

Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce.

How will you contribute :

• Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad.
• Work in a customer-centric environment that ensures excellent service delivery for all internal and external clients.
• Analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, performing business acceptance testing, and activities to ensure successful delivery of initiatives.
• Recommend options to help resolve solution and work with business partners to ensure the implemented solutions will meet business expectations.
• Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes.

Experience and Skills :

• Developing and implementing performance measurement frameworks.
• Performing business analysis of functional requirements to identify information, procedures, and decision flows.
• Produce quality documents including business processes and controls, feasibility, and impact analysis.
• Lead effective meetings to understand business drivers, rationalize existing processes, present findings, and facilitate decision making.
• Critically evaluate information gathered from various sources and reconcile concerns, communicate information to collaborators.
• Define and analyze operational problems, identify risks, and recommend options based on data-driven assessments.
• Assess impacts of system / process changes to upstream and downstream processes.
• Build and deliver concise and effective presentations to communicate and clarify ideas to diverse audiences.
• Support ad-hoc analysis to determine root cause of issues and resolve issues in a timely manner.
• Work closely with our IT partners through the analysis, development, testing & implementation phases.
• Measure the success of changes implemented through key performance indicators (KPIs) and user feedback.
• Provide coaching and development support for associate and intermediate business analysts.
• Look for ways to improve / streamline the way we work and how we service our customers and partners.

Qualifications :

• 5+ years of experience in business analysis, business system analysis, technical analyst roles.
• Experience working with Salesforce Service Cloud is required.
• Experience with a Contact Centre or Operations team preferred.
• Strong problem-solving, organizational, and analytical skills.
• Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation.

Other technical skills :

• Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio / Power BI or other analytics programs.
• AWS is an asset.
• Good understanding of project management practices.
• Process modeling and analysis skills including but not limited to information gathering, gap analysis between current and future state along with root cause analysis.
• Thorough knowledge and experience with testing including creation of test plan and execution.
• Experience delivering projects involving system implementation.

Attributes :

• Capacity for constant learning, remaining open to change and continuous improvement.
• Strong collaborator and ability to support teams in different projects / initiatives as required.
• Good business judgment with the ability to juggle changing priorities to meet obligations.
• Comfortable with ambiguity; able to establish course of action in environment of conflicting priorities.
• Project a positive high-energy and establish harmonious working relationships with team members inside and outside of the business units.

What can we offer you?

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

Our commitment : Values-first culture

Values-first culture

We lead with our Values every day and bring them to life together.

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.

Delivering the promise of Diversity, Equity and Inclusion

We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.

4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under 945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife / JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable laws and Manulife / John Hancock policies.

To request a reasonable accommodation in the application process, contact

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Waterloo, Ontario

Salary range is expected to be between

$67,275.00 CAD - $112,125.00 CAD

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