The Admin Value Stream within Group Benefits Operations is seeking a Business Analyst to support business transformation initiatives, operational improvements, and the delivery of solutions that improve experiences for clients, members, and internal teams.

This role is ideal for someone who enjoys solving problems, analyzing information, working with data, and collaborating with others to deliver meaningful change. You will work alongside business, technology, and project teams to understand business needs, document requirements, support testing activities, and help ensure operational teams are ready for change.

You will have opportunities to develop your business analysis skills while contributing to initiatives that improve processes, enhance operational effectiveness, and support organizational transformation.

Position Responsibilities:

Business Analysis & Problem Solving

• Gather, document, and analyze business requirements with guidance from project and business leaders.

• Support process mapping and impact assessments for operational and technology changes.

• Analyze business problems and assist in identifying potential solutions.

• Investigate process and system issues and contribute to root cause analysis activities.

• Help translate business needs into clear requirements for technology and operational teams.

Technology, Innovation & AI Exploration

• Stay informed on emerging technologies, automation opportunities, and AI tools that may improve operational effectiveness.

• Participate in discussions and initiatives focused on modernizing processes and improving business outcomes.

• Support the evaluation and adoption of new tools and technologies including AI.

Data & Insights

• Use data and reporting to support analysis, recommendations, and decision-making.

• Assist with gathering and interpreting operational metrics and performance data.

• Prepare summaries and presentations that communicate findings and business impacts.

Business Readiness & Transition Management

• Support business readiness activities for operational and technology changes.

• Assist with documenting process impacts, training needs, and transition requirements.

• Help monitor post-implementation outcomes and support stabilization activities.

Collaboration & Stakeholder Engagement

• Build strong working relationships with business partners, project teams, and operational stakeholders.

• Participate in workshops, meetings, and discussions to gather requirements and feedback.

• Support communication and coordination across teams to help achieve project objectives.

Testing & Quality Assurance

• Support User Acceptance Testing (UAT) activities, including test case development, execution, and defect tracking.

• Assist in validating that solutions meet documented business requirements, including performing production validation.

• Help identify and escalate issues throughout testing and implementation activities.

Continuous Improvement & Operational Excellence

• Identify opportunities to improve processes, reduce inefficiencies, and enhance the client and operational experience.

• Participate in continuous improvement initiatives using structured problem-solving approaches.

• Contribute ideas that support operational excellence and transformation objectives.

Required Qualifications:

• 2 or more years of relevant experience in business analysis. Experience in Group Benefits administration or related operational environments is an asset.

• Experience supporting business readiness, operational changes, or transformation initiatives.

• Exposure to continuous improvement methodologies such as Lean or Six Sigma.

Preferred Qualifications:

• Experience in business analysis, operations, project delivery, or a related field.

• Experience creating and executing test strategies in pre-production and production environments.

• Strong analytical and problem-solving skills with the ability to assess information and identify potential solutions.

• Experience gathering requirements, documenting processes, or supporting business initiatives.

• Interest in learning and applying new technology, automation, and AI tools to improve how work gets done.

• Strong communication and collaboration skills.

• Comfortable working in a fast-paced environment with changing priorities.

• Ability to work with data, reports, and business metrics to support decision-making.

• Working knowledge of tools such as Excel, Teams, Jira, Confluence, SQL, Power BI, or similar platforms.

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

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.

Referenced Salary Location

Waterloo, OntarioHybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.