The Real-Time Analyst role offers a key opportunity to directly influence daily operational success by ensuring resources are optimized and service commitments are consistently met. This position plays a vital part in our mission to deliver reliable, efficient, and customer‑focused operations by managing intra‑day workload distribution, monitoring performance, and addressing staffing or system issues in real time. As an RTA, you will gain strong analytical, decision‑making, and communication skills while working closely with cross‑functional teams to drive improvements in productivity and service levels. This role provides exposure to enterprise-wide operations, enabling you to build expertise in workforce management, data quality, and continuous process enhancement. It's a chance to make a meaningful impact every day while growing your career in a fast‑paced, data‑driven environment.

Position Responsibilities:

• Responsible for managing volumes and balancing workload across sites to ensure optimal staffing levels
• Handles schedule adjustments, process/approve VL applications, swap requests, (based on need) and NPT allocation
• Communicates workload prioritization for the day and workload distribution strategy
• Monitor and report leave allocations to scheduling team that may trigger changes in staffing plan and schedules
• Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
• Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance
• Create accurate and timely reports that reflect the Service Level performance such as SOD and EOD reports, TAT Monitoring, Queue Management, among others.
• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
• Ensure effective staffing and scheduling and use diagnostic methods to create performance reports and use performance measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Investigate and communicate status of WFO Data quality, data cleansing and consistency issues and deliver findings to Scheduling Team.
• Assist Scheduling in identifying performance gaps and provide recommendations for value-added services and business process improvements
• Other tasks that may be assigned by the Business Unit, Operations Lead or RTA Lead.

Required Qualifications:

• 1–2 years of experience in Workforce Management, Operations Support, Back‑Office Support, or any analytical/coordination role
• 1–2 years of experience using Excel, SharePoint, and PowerPoint, with the ability to perform intermediate data analysis and reporting.
• Bachelor’s degree in Business, Mathematics, Statistics, Information Technology, Industrial Engineering, or any related field (or equivalent work experience).

Preferred Qualifications:

• Experience applying basic workforce optimization techniques such as intraday management, queue monitoring, or workload balancing.
• Ability to create data visualizations and interpret operational metrics.
• Knowledge of basic statistics and metrics reporting.
  Experience in data and report analysis, business intelligence reporting, or operational dashboards.
• PBI/Powerapps/Powerquerry/VBA exposure is not required but considered a plus.

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 [email protected].