Operations Support Analyst

The Plan Member Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a consistent, powerful member and client experience.  Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services. 

Plan Member Administration is looking for an Operations Support Analyst to join our team. As a member of our team you will be coordinating Plan Member Administration Workflows, working with individuals globally to ensure the smooth, consistent and on time completion of client requests. Our clients trust the administration of their group benefits to us and you will be part of a team that delivers outstanding results to those clients and our members. 

If you enjoy working in a fast paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!

Key Responsibilities include:

• Coordinate completion of Client requests within the expected Turnaround time, utilizing resources from multiple locations and time zones
• Identify/report business risks to the Leadership team, including identify training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements/turnaround standards.
• Review previous days performance and adjust assigned work as necessary, including allocating work based on personal queues and priorities
• Provide daily reporting highlighting outstanding transactions, recommending tactics to maintain expected levels of service for each client
• Work with leaders on worktype gap identification and volume trend analysis
• Compile Service Level reports for distribution to internal stakeholders
• Support onboarding of new clients, including keeping client profiles updated
• Manage the client shared inboxes, included implementation, decommissioning and access requirements 
• Research and analyze issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.
• Take ownership for troubleshooting AWD issues, engaging support as required
• Raise any issues and administration incidents to leadership

Am I right for the job?

• You realize that the need to continue to learn and invest in your own development is a never-ending journey
• You never lose sight of the customer - their needs and their experience in doing business with us.  You put the customer at the center of everything you do
• You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood
• The customer service profession isn’t new to you.  You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment
• You learn FAST.  You pick up new ideas, concepts, technologies, and tools easily
• You have excellent knowledge of MS applications & communication tools
• You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups
• You demonstrate accountable behaviours – you take initiative, and show ownership in everything you do
• You can adapt to change, and even embrace it
• You successfully manage competing priorities like a champion
• You maintain your composure and best-self during challenging times or challenging interactions
• You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet.  Dealing with the unknown and uncertain is no big deal for you
• You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems
• You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife.  You want to improve things – and you do something about it!
• You know how to build successful relationships with your coworkers – whether they are sitting across the table from you - or across the globe. 

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

$49,575.00 CAD - $82,625.00 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.