Job Description

The Senior Operations Analyst role will support multiple products, projects and processes connected to GB Operations Integrity quality and controls. Establishing new and improving existing processes to ensure optimal efficiency as it relates to operational workflow and controls, while ensuring compliance and that risks are identified and solutions are proposed. The role interacts with various internal and external partners and stakeholders. This role is key in assisting with new initiatives that have an impact on H&D providers and access management and controls.

Position Responsibilities:

This job description outlines key responsibilities but is not an exhaustive list. Duties may evolve over time.

Access Security Administration 35%

• Support SOX/SOC audit activities and Key Risk Reviews.

• Ensure security access controls meet all compliance requirements.

• Monitor and investigate compliance issues, control violations, and audit findings.

• Conduct access reviews across multiple claims systems (IIQ).

• Establish control documentation and ensure audit‑ready evidence.

• Assess risks by understanding interdependencies between applications (SID, Workday, security files, movement reports).

• Ensure data integrity for key controls and reporting.

• Identify procedural gaps and recommend updates.

Provider and eClaims 35%

• Serve as subject matter expert for provider registries and eClaims processes (including TELUS workflows and restriction lists).

• Manage provider setup processes and related controls.

• Oversee provider load control reports and collaborate with internal partners to resolve issues.

• Review and recommend improvements to ensure efficient processes and appropriate risk mitigation.

• Maintain accurate and up‑to‑date documentation, including security and controls manuals.

Project and New Initiative Participation 30%

• Participate in initiatives impacting Operations Integrity, assessing implications for existing processes.

• Evaluate infrastructure and process changes for new applications.

• Identify and assess potential risks, escalating when required.

Essential Responsibilities:

• Research and resolve complex operational issues.

• Recommend system and process enhancements to improve efficiency.

• Analyze data, communicate insights into leadership, and propose solutions.

• Troubleshoot escalated issues and offer subject‑matter expertise.

• Lead or support cross‑departmental initiatives and projects.

• Support vendor management activities (ESC, TELUS).

• Perform internal testing, QA, and audit‑related work to ensure process integrity.

• Develop new test procedures targeting areas of risk or concern.

• Coordinate responses to compliance monitoring, audits, and ad‑hoc investigations.

• Maintain departmental documentation, procedures, and job aids.

Required Qualifications:

• Proficiency with Health & Dental claims systems and Microsoft Office Suite.

• Strong data analysis capabilities, particularly using Excel.

• Knowledge of Health and Dental benefits and Group Benefits operations.

Preferred Qualifications:

• Internal or external audit experience.

• Ability to understand business processes, identify risks, and recommend practical solutions.

• Strong communication, presentation, and documentation skills.

• Ability to work independently, manage competing priorities, and meet deadlines.

• Excellent interpersonal skills and ability to develop strong working relationships.

• Adaptability, willingness to challenge the status quo, and continuous learning mindset.

• Strong organizational and time‑management skills.

• Ability to identify, evaluate, and mitigate operational risks.

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.

#LI-HYBRID

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 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

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$51,975.00 CAD - $86,625.00 CAD

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 hr@manulife.com 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 hr@manulife.com 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