Member Processing Operational Analyst, FutureChoice

Are you excited about being part of an opportunity to be at the forefront of transformation innovation and service excellence for our U.S. Retirement business Then we would love to have you join our FutureChoice Retirement Services Team as a Member Processing Operational Analyst! You will help to shape a new retirement recordkeeping and operations ecosystem including the complimentary tenets of people process technology and data. You will be instrumental in evolving a new culture focused on efficiently servicing transforming and growing our U.S. Retirement business while maintaining our reputation for service excellence.

Our customers are our top this dynamic and ever-evolving role you will take a proactive approach to every interaction ensuring a high-quality Manulife/John Hancock experience. This position is part of our US Retirement FutureChoice Member Services team where you will have responsibilities that include but are not limited to risk mediation reporting process enhancement procedure administration project management and administration for Operations.

This is a full-time hybrid opportunity requiring you to be in-office just three (3) days per week Tuesday- Thursday. Monday and Friday will be work from home days.

Responsibilities

• Accurately process a variety of plan-related transactions such as contributions distributions and rollovers ensuring compliance with regulatory guidelines and internal service level agreements (SLAs).
• Improve customer experience by maintaining high service standards and proactively addressing issues to improve participant satisfaction.
• Provide knowledgeable support to internal stakeholders on all aspects of 401(k) payment and transaction processing encouraging effective service collaboration.
• Maintain data integrity by keeping participant records accurate and up-to-date ensuring compliance with quality and audit standards.
• Contribute to process improvement initiatives by identifying inefficiencies recommending solutions and supporting the implementation of enhancements.

Required Qualifications:

• Prior experience in the insurance retirement or broader financial services industry with a strong understanding of operational workflows and regulatory environments.
• Post-secondary education in business finance or a related field. Equivalent work experience will also be considered.
• Demonstrated ability to process high volumes of data with precision. Strong attention to detail and a commitment to accuracy in all aspects of member recordkeeping and transaction processing.
• Demonstrated experience with 401(k) retirement products including an in-depth understanding of plan design administration and regulatory compliance.
• Proficient in using the Omni platform with the ability to leverage its features for efficient retirement plan management and operations.

Preferred Qualifications:

• Familiarity with 401(k) and pension plan administration including contribution processing distributions loans and compliance requirements is highly desirable.
• Demonstrated capability to balance multiple cases simultaneously in a fast-paced environment ensuring quality and compliance standards are met.
• A proactive attitude with the ability to take ownership of issues investigate discrepancies and follow through to resolution with minimal direction.
• Strong interpersonal skills with the ability to work optimally both independently and as part of a team. Capable of building positive relationships with internal stakeholders and external partners.
• A commitment to delivering a high-quality experience for plan participants and sponsors with a focus on responsiveness emotional intelligence and professionalism.
• Comfortable navigating change learning new systems and contributing to process improvements in a growing and evolving department.

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 .

Referenced Salary Location

Salary range is expected to be between

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

Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays 3 personal days 150 hours of vacation and 40 hours of sick time (or more where required by law) each year and we offer the full range of statutory leaves of absence.

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