Business Analyst

Manulife - Toronto, ON (30+ days ago)

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Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Reporting into the Manager of WAM Business Technology, as the Business Analyst you will research and analyze improvement opportunities, conduct workflow analysis, prepare requirements / refine stories and facilitate implementation of technology solutions. You will collaborate with and represent the Sales stakeholders for requirements refinement, light system administration, enhancements, project work and ongoing change management.

This unique yet critical business role will appeal to those of you with a real passion for tinkering and enhancing sales tools’ solutions. By contributing to standard methodologies and technological improvements this role will help drive business strategy and create process efficiencies across the organization.

Accountabilities of the role include:
Administration of Systems – 20%

Act as a central information resource to internal/external (mobile) user clients of the Sales teams
Handle inquiries received from the various internal/external (mobile) user clients
Develop and enhance controls as required including security models, user profiles and sharing rules
Report to management on usage, adoption and other key metrics, providing suggestions for improvement
Be on the lookout for opportunities to streamline and consolidate wherever possible

Change Management – 40%

Act as frontline support and troubleshooting for users, escalating when necessary; and managing initiatives with Manulife IT and vendor partners
Participate in projects that support system enhancements, acting as the main conduit through which knowledge is transferred to the user clients (using a coaching and consultative approach)
Manage the end user launch with clients based on the complexity of the enhancement and business schedules
Facilitate change management and adoption through eLearning tool “WalkMe”, Skype for Business, in person sessions and other medium for onboarding and ongoing adoption of best practices

Project Management – 30%

Conduct ongoing needs assessment interviews with customers to refine requirements and test/validate the initiatives’ solution(s)
As required, review enhancement requirements with the requestor to ensure a full grasp of their needs to deliver in an accurate and timely manner
Collaborate with peers in our team and manager on projects, initiatives, training and documentation
Participate in Agile Sprints and Scrum to flow work from the backlog through delivery and into support acting as business Subject Matter Expert (SME) / Product Owner Delegate (PO) and squad member
Collaborate with Manulife IT to coordinate system releases/implementations
Assist in executing test plans
Assist in coordinating User Acceptance Training

Data Integrity and Management – 10%

Manage the load and update of mass data as required
Document best practices and shares them among users and working groups
Actively monitor data for cleanliness and watch for appropriate usage of the tool

2 - 3 years of business experience including progressive business analysis experience
Very good understanding of financial services, specifically in the Investments Industry with Wealth and Asset Management (WAM)
Retail wholesaling process knowledge as it pertains to financial advisors is an asset
Salesforce experience (Administrator or comparable certification as asset)
You have a minimum of 3 years’ experience in sales enablement technologies’ - administration, business analysis, development, and/or change management
You have proven yourself in Agile Management Framework (AMF), Project Management Framework (PMF), workflow design, and SDLC
You are a standout colleague with a high commitment to quality work and service
You're highly motivated and driven, and thrive in an environment that has minimal supervision
You enjoy working directly with senior management within Manulife and with external partners and suppliers (as required)
Your analytical and negotiation skills are legendary
You have a solid grasp of general business practices, as well as knowledge of mainframe/datasets and other reporting tools
You are meticulously organized
You have the ability to multi-task with demonstrable customer service and coaching skills
Solid understanding of the upstream admin systems and downstream impacts to other areas
You have fantastic communication skills (both verbal and written), combined with sound decision-making skills
You are flexible, a creative problem solver, and are responsive to customer needs and to miscellaneous assignments as assigned
Ability to influence and negotiate with others to meet project deadlines
Systems knowledge is an asset for: products (Marketing Cloud, Einstein Analytics, Salesforce Maps), WalkMe, Seismic, Microsoft Azure/Power BI, Microsoft O365, etc.
You have the ability to develop positive internal business relationships and contacts

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, 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. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.