Business Process Analyst

Were looking for a Business Process Analyst to join our Retirement Operations this role you are expected tohandle review and index imaged documents in AWD process financial and nonfinancial transactions within policy and SLA requirements resolve customer inquiries across multiple channels and adapt to evolving operational needs.

Position Responsibilities:

• Review imaged documents to identify request types and accurately index required data in AWD for proper routing
• Process financial and non-financial transactions in line with established policies procedures and SLA turnaround times
• Provide timely and high-quality customer support by resolving inquiries across multiple channels (e.g. email INQBOX)
• Maintain accuracy and attention to detail while handling transactions and documentation
• Communicate results issues and trends to management and assist in preparing reports and presentations as needed
• Support a positive customer experience by addressing feedback and handling additional tasks as required to meet operational needs

Required Qualifications:

• At least 12 years of BPO experience preferably in transaction processing or back-office operations
• Bachelors degree or equivalent work experience in a related field
• Proficiency in using AWD or similar workflow/processing systems
• Demonstrates high accuracy strong attention to detail and excellent organizational skills
• Amenable for fixed night shift schedule

Preferred Qualifications:

• Able to manage tasks efficiently in a fast-paced deadline-driven environment
• Basic analytical skills with working knowledge of Excel for data tracking and reporting
• Knowledge of legal concepts or exposure to legal processes is an advantage
• Highly organized with the ability to multi-task in a fast-paced constantly changing environment
• Demonstrates strong independent thinking and sound decision-making skills

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 .