Lead/Senior IT Business Analyst

We are seeking a highly experienced Lead/Senior IT Business Analyst to join our Delivery Services function. This role is responsible for leading complex business analysis initiatives, guiding teams, and partnering with senior stakeholders to deliver solutions that improve customer outcomes, operational efficiency, and long‑term business value.

This is a senior, hands‑on leadership role requiring strong analytical expertise, sound judgment, and the ability to influence, coach, and deliver in a large, cross‑functional environment.

Position Responsibilities:

Business Analysis & Customer‑Focused Delivery

• Lead end‑to‑end business analysis activities across large‑scale initiatives, including requirements elicitation, process design, solution definition, and implementation support

• Partner closely with business stakeholders to understand both stated and unstated needs, translating them into clear, actionable requirements and solutions

• Anticipate future business and customer needs, ensuring solutions are scalable, sustainable, and aligned with strategic priorities

• Apply structured analysis techniques and delivery methodologies (Agile and Waterfall) to drive high‑quality outcomes within agreed timelines and budgets

• Continuously identify opportunities to simplify processes, reduce low‑value work, and improve customer and employee experience through technology and process change

Stakeholder Engagement & Trusted Partnership

• Build strong, credible relationships with stakeholders at all levels by acting with integrity, fairness, and professionalism

• Serve as a trusted advisor, clearly explaining options, trade‑offs, and implications to enable informed decision‑making

• Facilitate workshops and discussions that encourage open dialogue, constructive challenge, and alignment across diverse stakeholder groups

• Communicate complex ideas in a clear, respectful, and empathetic manner, tailoring messages to different audiences

• Help stakeholders and teams reach collective decisions by balancing differing perspectives and focusing on shared outcomes

Team Leadership, Coaching & Development

• Lead, coach, and mentor Business Analysts and testing team members to deliver consistently high‑quality work

• Create an inclusive, respectful team environment where individuals feel valued, supported, and confident to share ideas and raise concerns

• Motivate team members to stretch beyond their comfort zones, take ownership, and pursue continuous improvement

• Identify capability gaps and support development through coaching, feedback, and exposure to new skills and ways of working

• Encourage innovation and new perspectives, recognizing that past success does not always define future solutions

Ownership, Execution & Continuous Improvement

• Take full ownership of issues and outcomes, driving resolution with urgency, resilience, and accountability

• Make sound, timely decisions, balancing risk, impact, and customer value

• Empower team members to take ownership of their work by providing guidance, context, and clear expectations

• Proactively address emerging risks or delivery challenges and influence stakeholders to adjust course where required

• Champion new ways of working, including iterative delivery and continuous learning, to improve speed and effectiveness

Collaboration & Culture

• Build strong networks across business and technology teams to enable effective collaboration and delivery

• Share knowledge, insights, and best practices proactively to strengthen overall team capability

• Foster a culture of trust, transparency, and mutual respect, where feedback is encouraged and acted upon

• Contribute positively to workplace culture by actively engaging with colleagues and supporting shared goals

Required Qualifications:

• Degree in Information Systems, Business Administration, or a related discipline

• Minimum 15 years of relevant experience, including at least 5 years in a leadership or people management role, for Lead IT Business Analyst; candidates who do not fully meet this experience threshold may be considered for a Senior IT Business Analyst role

• Proven experience delivering complex business analysis initiatives, including end‑to‑end health and claims system transformation across digital platforms, core systems, and enterprise programs; covering the full value chain from provider management and health initiatives engagement through to backend claims processing, within complex, multi‑stakeholder environments, and involving external solution vendors for large‑scale transformation projects

• Strong experience working with Agile and Waterfall methodologies

• Excellent analytical, problem‑solving, and critical‑thinking skills

• Strong written and verbal communication skills, with confidence presenting to senior stakeholders

• Highly organised, detail‑oriented, and disciplined in execution

• Proactive, resilient, and comfortable taking accountability for outcomes

• Strong proficiency in MS Word, Excel, PowerPoint, Visio, and Chinese word processing; experience with Confluence and JIRA is an advantage

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 hr@manulife.com.