Workflow Management Analyst
John Hancock Manulife
We’re looking for a Workflow Management Analyst to join our Workforce Management team at MBPS. In this role, you are responsible for effectively delivering near-time and intraday performance and volume management with the purpose of optimizing resources to achieve business objectives
Position Responsibilities:
Manage volumes and balance workloads across sites to ensure optimal staffing levels, including handling schedule adjustments, processing leave applications, and managing swap requests and non-productive time allocation. Communicate daily workload prioritization and distribution strategies while monitoring and reporting leave allocations to the scheduling team to adjust staffing plans and schedules as needed.
Serve as the single point of contact for Workforce Management (WFM) in MBPS Manila and Cebu regarding system downtimes impacting production, tracking and reporting issues, and providing resolutions or recommendations with guidance from the WFM Team.
Respond to email inquiries and participate in activities, including ad hoc tasks, aimed at improving customer satisfaction and business performance.
Create accurate and timely reports reflecting Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and Queue Management; identify best practices and optimize department technology to enhance efficiency and effectiveness.
Required Qualifications:
A college degree or equivalent business experience is required; candidates who are undergraduates must have at least 2 years of related work experience.
Must be amenable and prepared to work both onsite and from home as needed, depending on business requirements and/or the current external environment or situation.
Requires intermediate to advanced Excel skills and exemplary PowerPoint skills.
Possesses all necessary skill sets to perform non-CSC RTA functions and combines this knowledge with additional skills to proactively manage multiple responsibilities focused on line of business (LOB) volumes.
Preferred Qualifications:
Demonstrates discipline and the ability to carry out assigned responsibilities according to RTA guidelines and procedures with minimal supervision; must be a self-starter.
Possesses strong written and verbal communication skills, with the ability to effectively communicate across multiple levels of authority within the organization.
Proven ability to work independently while maintaining high standards of accuracy and attention to detail.
Capable of managing tasks efficiently in a dynamic environment, adapting to changes while adhering to established procedures.
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 recruitment@manulife.com.
Working Arrangement