Senior Investment Operations Specialist

The GWAM Quality Assurance Specialist is responsible for reviewing transactions to ensure compliance and accuracy. Also responsible for communicating trends to the Management team and provide coaching to processors where necessary.

Position Responsibilities:

Reviews transactions for accuracy completeness and adherence to company policies and procedures.
Defines quantifies and analyzes error causes. Analyzes trends and recommend workflow changes and processing improvements including system enhancements as required.
Coordinates monthly reporting of individual/team processing errors and the percentage of errors for quality error codes and transaction work types.
Provides feedback to Managers on trend analysis monthly reporting and representative progress. Communicate processing errors to representatives.
Provides technical support updates trends and direction to team members as needed

Works with Subject Matter Experts (SME) to discuss processing trends determine development and training opportunities and measure the progress and effectiveness of training.
Attends department staff meetings to discuss processing issues and clarification measures.
Recommends process improvements to identify efficiencies and create standardization throughout the department.

Communicates quality standards and quality results on a regular basis

Performs audits as needed in a timely manner for processors that are not consistently meeting quality standards

Provides support to the Management during audits (internal/external)

Provides individual and departmental monthly performance reports through accuracy feedback to assist with staff peers and management

Stays up to date with product and process knowledge to ensure compliance and accuracy
Other duties as assigned

Required Qualifications:

• 1-2 years business experience
• College / University graduate preferably with previous experience in the financial services industry
• Comprehensive knowledge of investments
• Understands interrelationships between all processing systems

Preferred Qualifications:

• Excellent communication skills
• Strong analytical and problem resolution skills
• Effective presentation skills and reporting capabilities

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 .