The CRM Business Analyst, reporting into the Manager of CRM & Analysis, will serve as the primary individual contributor for the Affinity and Retail Insurance CRM (Salesforce Sales Cloud). This role involves leading all aspects of CRM-related projects, improvements, maintenance, and providing direct support to the Insurance Sales Teams.

This unique and vital position is ideal for individuals passionate about optimizing how sales teams engage with their CRM. The successful candidate will provide standard methodology recommendations and improvements to improve the CRM experience for our sales teams. Operating within an Agile environment, they will advocate for business stakeholder needs and collaborate with IT partners to implement technological advancements aimed at increasing efficiency and improving user experience.

Position Responsibilities:

Administration and Maintenance of Salesforce– 35%

• Serve as the first line of support for Insurance users, advancing issues to the IT Team when necessary, and prioritize all incoming CRM requests.
• Build and manage relationships with partners to understand their perspectives and act as a central information resource.
• Review business requirements with team members, create detailed user stories, and manage the intake of requests.
• Develop organizational change plans for new releases, including communication strategy, training, and stakeholder benefits.

 Project Management – 50%

• Lead and handle CRM enhancement projects, consistently interacting with key stakeholders through presentations and demonstrations.
• Represent the Insurance organization in new CRM projects, coordinate system releases with Salesforce IT, and prioritize backlog with business partners.
• Implement user acceptance testing to ensure solutions meet expectations and prioritize enhancement requests effectively.

Data Integrity and Management – 15%

• Perform mass data loads and updates as required.
• Engage in regular processes to ensure the CRM remains updated and accurate (e.g., territory changes, salesperson updates).
• Supervise data for cleanliness and integrity actively.

Required Qualifications:

• 3 years’ experience in CRM administration, business analysis, and development.
• Proficient knowledge of Salesforce administration.
• Salesforce certifications are an asset.
• Sales experience is considered an asset.
• Superior analytical and negotiation skills.
• Awareness of Insurance wholesaling processes pertaining to financial advisors is an asset.
• General business knowledge and familiarity with analytics and business intelligence tools.
• Experience with Agile Management Frameworks such as Scrum and Kanban is an asset.
• Proficiency with Microsoft Office tools, especially Excel, Word, PowerPoint, and Windows.

Preferred Qualifications:

• Exceptional written and verbal communication skills.
• Excellent organizational skills and the ability to multi-task.
• Proven customer service and coaching skills.
• Flexible, creative, and responsive to stakeholder needs.
• Attention to detail is essential.
• Ability to work directly with senior management within Manulife.
• Ability to develop strong relationships with stakeholders and partners.

 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.

#LI-Hybrid

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].

Waterloo, OntarioHybrid

Salary range is expected to be between

$60,000.00 CAD - $100,000.00 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.