Senior Operation Analyst
Senior Operation Analyst
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Job Description
The customer is the focus of everything we do and millions of end users rely on our products daily. We believe in the value of empowering our professionals with the resources to solve critical problems for the future of our business which is why we need you.
Position Responsibilities:
Support the transformation lead in design and execution of digital strategy using data and insights to assess feasibility and value of digital features or functions.
Work with stakeholders partners vendors and IT teams to design and optimize digital flows enhancing user engagement within timelines.
Regularly review and update chatbot content to ensure that digital service interactions meet company standards and maintain accuracy relevance and quality of responses ensuring accurate intent recognition and efficiency
Support various functions within the Contact Center including digital initiatives (e.g. Live Chat Chatbot) MIS reporting and BAU tasks like system changes and testing after infrastructure updates or deployments to ensure system stability and performance.
Stay informed on AI chatbot advancements to enhance capabilities and service quality.
Provide support to end users and assist on resolving the system issue
Assist on ad-hoc requests and administrative tasks as assigned by supervisor
Required Qualifications:
Minimum 3 years related work experience in insurance or relevant industries
Good understanding of individual insurance products operations and processes is advantageous.
Experience with digital transformation projects particularly in implementing and managing chatbot solutions
Familiarity with AI technologies and a keen interest in emerging digital tools and platforms.
Good analytical and problem-solving skills and disciplined with project scheduling
Well-organized and detail-oriented with flexibility in working hours.
Strong attention to detail and ability to monitor and evaluate system performance metrics to maintain consistent service quality across all digital platforms.
Capable of clearly and effectively communicating business processes and ideas both verbally and in written English.
Proficiency in contact center technologies such as CRM systems IVR chatbot and livechat would be the advantages.
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.
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 .
Working Arrangement
Required Experience:
Senior IC
Employment Type
Full-Time
