Business Insights Manager, Operational Analytics

At Manulife we believe in making decisions easier and lives better. We are seeking a Business Intelligence Manager who is passionate about connecting data to business outcomes to drive business performance and improve customer experiences across our Canada segment businesses (Group Benefits Affinity IIC and Bank).

The ideal candidate possesses a proven track record in analytics excels at transforming complex data into executive-ready insights and demonstrates natural curiosity and a collaborative spirit. You bring a trusted advisor approach combining analytical rigor and influence to deliver a partnership that is outstanding across teams.

Position Responsibilities:

Business Performance & Insights

• Lead efforts to identify trends anomalies and opportunities in large datasets; ensure insights are translated into actions with stakeholders

• Drive operational analytics maturity (e.g. service level commitments straight-through processing repeat calls NPS) through consistent definitions and reporting

• Own the creation and maintenance of enterprisegrade dashboards and reports using BI and visualization tools such as PowerBI

• Proactively identify trends anomalies and opportunities within large complex datasets and communicate findings to senior stakeholders

Customer Experience Analytics

• Lead analysis of end-to-end customer journeys across touchpoints (contact centre claims underwriting digital interactions) to identify friction and moments that matter

• Partner with senior leaders to translate business strategy into a performance measurement framework (KPIs targets governance) and deliver executive insights that guide key decisions and resource allocation

• Act as a subject matter expertise on customer experience insights lead analysis form hypotheses and test drivers of performance to understand customer needs preferences and pain points

• Manage projects independently from beginning to end including planning scoping timelines and identifying risks and tradeoffs clearly

Leadership & Stakeholder Management

• Build long-term relationships with internal stakeholders across various teams to collect data and business contexts to enable 360 insights and recommendations

• Act as a trusted analytics expert bridging the gap between complex analytics and business partners

• Present insights with strong data storytelling and demonstrate organizational influence

• Coach and develop analysts: elevate analytical thinking storytelling business acumen and technical practices; provide feedback growth plans and performance support as applicable

Qualifications:

• 7 years of experience in Business Intelligence Data Analytics Market Research Management Consulting or related roles

• Proficiency with SQL or other data querying languages

• Proficiency with visualization tools such as PowerBI or Tableau

• Excellent verbal and written communication interpersonal and teamwork skills

• Proven track record to lead through influence manage multiple priorities and build trusted cross-functional relationships

• Naturally curious with a passion for digging into data to uncover root causes and emerging opportunities

• Capabilities with programming language (Python/R)

• Background in Finance Accounting Math Statistics or related fields

• Experience in insurance or financial services is an asset

• Familiarity with enterprise data environments and data governance guidelines.

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.

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.