Global Brand Operations Specialist

Reporting to the Manager the role is a key consultant role that works closely with leadership and business partner as subject matter expert and resource for business analysis process improvement compliance adherence legislation requirements legal risks and escalated high profile cases.

Position Responsibilities:

Master a wide range of operations activities and have knowledge of processes products and systems to provide subject matter expertise and support the resolution of complex inquiries from various operational teams client contact centers or clients.
Work independently with management or with other team members on business initiatives.
Perform complex data analytics and evaluate controls for business objectives and decisions.
Represent the department in major division or corporate initiatives regarding system enhancements; compliance regulatory or operational changes; system conversions.
Analyzing potential future initiatives to ensure business unit needs are appropriately addressed and assess the impact on the business unit activities.
Assist with development of user test plans and testing to validate system enhancements or conversions.
Develop/review new procedure documentation job aides and other learning material in support of new/existing processes products or system enhancements to ensure accuracy and completeness.
Liaise and collaborate between operations teams and application services teams to investigate effective solutions to business or system issues.
Compile data and incorporate use of qualitative and quantitative analysis to enhance productivity and business gain.
Report system issues in a timely manner. Assist in the prioritization of system work items.
Identify areas for improvement and increased efficiency.
Serve as SME for escalations and consulting train other team members and mentor more junior staff where applicable.

Required Qualifications:

6 years of experience in progressive business/technical roles supporting Operations or significant business initiatives
College degree or equivalent business experience
Demonstrated understanding of issues relevant to broad organization and business strategic goals
Possesses and displays a global perspective on the business and impacts to each other business units
Propensity to understand and mitigate risk.
Ability to make critical and timely business decisions
Strong analytical skills including a thorough understanding of how to the system supports the business processes.

Preferred Qualifications:

Proven ability to comprehend technical systems and processes and possess the technical knowledge needed to work with various user levels
Excellent written and verbal communication skills and the ability to interact professionally with a diverse group of subject matter experts
Familiarity with system analysis and design testing training and process improvement methodologies
Demonstrated skill in development and maintenance of department procedures
Ability to handle multiple demands and competing priorities of multiple initiatives
Strong communication skills ability to articulate business cases clearly and effectively when presenting information

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 .