Job Description

We’re looking for a Business Process Analyst to join our Retirement Operations team at MBPS. In this role, you are expected to handle review and index imaged documents in AWD, process financial and non‑financial 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 1–2 years of BPO experience, preferably in transaction processing or back-office operations
• Bachelor’s 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:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html

Manulife 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 hr@manulife.com

Working Arrangement

Hybrid