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. 

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

Job Description:

We’re looking for a Business Intelligence Specialist (CSI and Reporting Analyst) to join our Global Technology Service Management Team at MBPS. In this role you will be a key member of the GTSM Continuous Service Improvement (CSI) and Reporting Team, responsible for enabling data visualization and reporting on Service Management processes to drive continuous improvements. This is a global role with exposure to serving and collaborating with members across countries and time zones.

Key Responsibilities:
Reporting and Analytics:

• Develop, maintain, and enhance reports, dashboards, and visualizations to track key performance indicators (KPIs), key risk indicators (KRIs), and performance trends across GTSM processes.
• Collaborate with stakeholders across businesses, segments, and regions to understand business needs and provide optimal reporting and analysis solutions.
• Utilize tools including ServiceNow (including Performance Analytics), SNOWMirror, Microsoft SQL, Microsoft Azure Data Lake Storage, PowerBI, Power Automate, Grafana, Python, and MS Excel to deliver globally consistent data modeling and impactful visualization.

Management Insight and Presentation:

• Provide insights on trends, hotspots, bottlenecks, and improvement opportunities, delivering impactful analysis and recommendations through compelling visual and verbal presentations.

Automation:

• Drive automation of reporting solutions and identify opportunities to leverage data for operational automation.

Machine Learning and Artificial Intelligence:

• Apply knowledge of machine learning and artificial intelligence to enrich capabilities with automated data analysis, predictive analytics, natural language processing, and personalized insights.

Efficient Backlog Management for CSI and Reporting Requests:

• Apply industry best practices in SDLC (Software Development Lifecycle) to manage requests effectively and efficiently, including planning, analysis, development, testing, and deployment. Adopt Agile practices for collaborative work and continuous delivery.

Qualifications:

• Education: Bachelor’s degree in computer science, Information Technology, Management Information Systems, Data Analytics, or a related field.
• Experience: At least 3 years of relevant experience
• Hybrid Work Arrangement: Amenability and readiness to work onsite in Quezon City and from home anytime (dependent on business need AND/OR current external environment/situation)
• Shift: Ammenable to work on midshift work schedule.

Minimum Skills to Hire/Must Haves:
Technical Skills:

• Strong proficiency in ServiceNow, including Performance Analytics, and experience with MS SQL, PowerBI, Power Automate, Grafana, Python, and MS Excel. Experiences with data lake / big data technologies will be an advantage.
• Real-life application of Machine Learning and Artificial Intelligence for automated data analysis, predictive analytics, and natural language processing is an advantage.
• Advanced knowledge of ITIL framework and IT Service Management processes.
• Experience applying SDLC and Agile practices for efficient backlog management.

Nice To Have:

Certifications:

• ITIL Foundation Certification
• ServiceNow Certifications (e.g., Performance Analytics)
• Business Intelligence and Data Analytics Certifications (e.g., Microsoft PowerBI, Grafana)
• Agile and Scrum Certifications (e.g., Certified Scrum Master, Agile Certified Practitioner)

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/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].