Business Analyst – AdminAdvantage Operational Controls

The AdminAdvantage team within Group Benefits Operations is seeking a Business Analyst to strengthen and sustain our operational controls. This role is critical to ensuring that controls are welldesigned properly monitored automated where possible and operating effectively to support accurate timely and compliant administration services.

This position is ideal for someone who is passionate about operational risk management enjoys partnering closely with operations teams and excels at turning data reporting and automation into meaningful control insights. You will work closely with AdminAdvantage operations and business leaders to ensure controls are embedded into daily workflows and supported by reliable data and tools.

This role connects people processes data and technology to protect the endtoend operational experience for clients and members.

Position Responsibilities:

Operational Controls & Risk Management

• Design document and maintain operational controls that mitigate risk across AdminAdvantage processes.

• Assess control effectiveness and identify gaps breakdowns or emerging risks.

• Support control remediation activities and track issues through resolution.

• Ensure controls are embedded into operational processes rather than operating as standalone activities.

Control Reporting & Monitoring

• Analyze control results and exceptions to identify trends root causes and improvement opportunities.

• Ensure reporting is accurate timely and actionable for operational leaders.

• Partner with stakeholders to continuously improve control measurement and visibility.

Automation Oversight & Tool Effectiveness

• Support and monitor automation tools and systembased controls to ensure they are functioning as intended.

• Partner with technology teams to validate automation logic triggers thresholds and outputs.

• Identify opportunities to enhance or automate manual controls to improve consistency and efficiency.

• Support issue investigation when automated controls fail or produce unexpected results.

Data Validation & Quality Assurance

• Perform data validation reconciliations and reasonableness checks to ensure control outputs are reliable.

• Investigate data anomalies and partner with operations or technology teams to resolve root causes.

• Ensure upstream and downstream data dependencies supporting controls are clearly understood and documented.

• Promote strong data governance and disciplined use of control data.

AdminAdvantage Operations Support

• Act as a trusted partner to AdminAdvantage operations teams helping them understand control expectations and outcomes.

• Translate control results into clear operationally relevant insights.

• Support operational teams during control changes enhancements or issue remediation.

• Provide guidance and clarity to frontline teams on control execution and documentation.

Requirements & Analysis

• Translate operational and control needs into clear business requirements for reporting automation and enhancements.

• Conduct impact assessments for control changes across people process and systems.

• Support user acceptance testing (UAT) and production validation for controlrelated changes.

Continuous Improvement

• Identify opportunities to simplify controls reduce manual effort and improve sustainability.

• Apply structured problemsolving and continuous improvement methodologies to enhance the control environment.

• Balance risk mitigation with operational efficiency and practicality.

Required Qualifications:

• Strong experience in operational controls operational risk or control monitoring within business operations.

• Proven ability to build and interpret control reporting and operational metrics.

• Strong analytical skills with handson experience validating and reconciling data.

• Experience partnering closely with operations teams to support execution and issue resolution.

• Solid business analysis skills including requirements gathering process mapping and impact analysis.

• Comfort working with systems automation tools and datasets.

• Excellent communication skills with the ability to explain control outcomes to both technical and nontechnical audiences.

• Ability to work through ambiguity and manage competing priorities in an operational environment.

Preferred Qualifications:

• Experience in group benefits administration or financial/insurance operations.

• Familiarity with operational risk frameworks or internal control environments.

• Strong working knowledge of tools such as Excel SQL Power BI (or similar) Jira and Confluence.

• Experience supporting automated or systembased controls.

• Exposure to Lean continuous improvement or process optimization approaches.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

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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 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 .

Referenced Salary Location

Salary range is expected to be between

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 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 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.