Member Processing Senior Operations Analyst

This role offers an opportunity to be part of a transformation within the U.S. Retirement business helping build a new recordkeeping and operations ecosystem across people process technology and data. As a Member Processing Senior Operational Analyst you will play a key role in driving efficiency innovation and service excellence while supporting business growth and maintaining Manulife/John Hancocks strong reputation.

In this dynamic role you will take a proactive customer-focused approach while supporting the FutureChoice Member Services team. Your responsibilities include risk mitigation reporting process improvement procedure management and project and operations administration to ensure a high-quality client experience.

Position Responsibilities:

• Provide team leadership and process improvement as an SME and mentor driving capability building andrecommending efficiency and quality enhancements

• Coordinate operations and performance tracking by managing capacity monitoring tasks/emails and ensuring KPIadherence

• Drive stakeholder alignment and collaboration through regular engagement with leadership and cross functionalpartners across US Retirement Operations

• Process 401(k) transactions accurately (contributions distributions loans rollovers) in line with regulatoryrequirements and SLAs

• Deliver a strong customer experience by proactively identifying and resolving issues impacting participantsatisfaction

• Provide internal stakeholder support (customer service compliance plan sponsors) on 401(k) payment andtransaction matters

• Investigate and resolve inquiries with accuracy timeliness and adherence to service and compliance standards

• Maintain data integrity and recordkeeping to ensure accuracy quality and audit readiness

• Drive process improvement initiatives by identifying inefficiencies and supporting implementation of enhancements

• Ensure compliance and collaboration by following regulatory controls and partnering cross-functionally to resolve complex cases and escalations

• Other Duties as Assigned: Flexibly support additional responsibilities as needed to meet team goals and evolvingbusiness needs.

Required Qualifications:

• 3 to 5 years industry experience in insurance retirement or financial services with strong understanding of operations and regulatory environments. Experience as a subject matter expert or supervisor in a BPO setting is a must.

• Proficiency in OMNI with solid end-to-end processing experience

• 401(k) Knowledge: Familiarity with 401(k) and pension plan administration including contribution processing distributions loans and compliance requirements is highly desirable.

• Strong analytical and detail orientation with ability to handle high-volume data accurately

• Effective time management and multitasking in fast-paced deadline-driven environments

• Problem-solving mindset with ownershipable to investigate issues and drive resolution independently

• Strong collaboration and communication skills with ability to build relationships across teams and stakeholders

• Customer-focused and adaptable with a proactive approach to change continuous learning and process improvement

Preferred Qualifications:

• Educational Background: Post-secondary education in business finance or a related field is preferred. Equivalentwork experience will also be considered.

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 .