This role is accountable for the overall management, maintenance and revision of Customer Experience Operation forms, primarily forms analysis & support as well as analysis & support for statement runs. They take a lead role in providing form expertise for Tier 1 and larger projects. The products they may service are related to Investments & Insurance

As part of form revisions, the Forms Business Analyst must chair meetings, develop schedules, influence individuals and groups of various expertise and levels. They work extensively with an external vendor, provide communication to management, internal and external groups and escalate issues to management as appropriate.

Form Maintenance:

• Provide back-up monitoring support for critical form inventory, execute and provide guidance in analyzing usage trends and business needs
• Initiate form reprints with vendor, provide recommendations to customer and approve or obtain approvals for quotes
• Service routine, complex and escalated questions from vendor, internal and external customers
• Work with vendor and partners to ensure expectations have been successfully met and initiate appropriate action steps to ensure accountability for deliveries and issues
• Progressively leading role in managing for vendor relations with executing formal strategies such as surveys, relationship meetings and management reviews
• Communicate effectively to management, propose options and recommendations and escalate issues where appropriate

Form Revisions:

• Participate and influence priority setting and schedule for form process improvements
• Ensure form revisions meet legislative and compliance and consistency standards
• Review mock ups and provide feedback
• Liaison between internal customers and vendor and first point of contact with vendor
• Extensive verbal and written communication with vendor
• Ensure final product meets signed off requirements
• Work with vendor and internal departments to ensure SLAs are met and manage complex coordination and escalations
• Confirm all variations of the form are available for order, viewing and downstream system processes according to SLA
• Communicate effectively to management and escalate issues where appropriate
• Coordinate and conduct fillable and read out loud testing

Business Process Improvements:

• Identify areas of improvement and risk and provide recommendations for action to management and coordinate and execute improvements
• Take a leadership role in working with external and internal parties to implement improvements
• Evaluate, monitor and transition improvements to maintenance and communicate improvements to management

Documentation:

• Identify gaps and risks in documentation and coordinate or execute closure
• Create documentation
• Comply with Records Management Policy and Records retention

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• The most important requirement is attention to detail.
• The ability to work through documents to catch minor errors and question inconsistency.
• Patience working through multiple versions of form changes
• Quick learner
• Either Investment (GIP) knowledge and/or Insurance knowledge would be beneficial
• Excellent grammar and spelling
• Strong communication skills working with multiple stakeholders and working groups
• Strong analytical, problem identification and resolution skills
• Strong orientation to detail
• Effective written, oral communication and presentation skills
• Competent collaborator
• Excels at building and managing positive internal and external relationships
• Strong negotiating and influencing skills
• Ability to coordinate, develop and execute user acceptance testing as well as documenting workflow procedures and processes
• Sound knowledge and experience of MS Word, Excel and Outlook and some exposure to Access

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.