Job Description

Accountable to the Transition Manager, the Senior Transition Analyst is primarily accountable for ensuring the readiness of Human Resources, Technology, and Workplace Services to support the demand for MBPS services. Additionally, they are responsible for driving the timely and effective delivery of transitions and ensuring that the receiving teams are positioned for operational excellence.

Responsibilities include the following:

Process Review and Enhancement

• Analyze and document current (“As-Is”) process and/or data flows and value stream maps
• Capture and document future state (“To-Be”) process and/or data flows per business requirements
• Define the actions steps to transform processes from As-Is state TO To-Be state, align delivery with project milestones and targets
• Conducts process design review, creates test cases and testing the To-Be process against the MBPS Operating Standards/Procedures

Continuous Improvement

• Work with business and other departments to define and refine requirements, conduct functional integration testing and provide support at end user roll out. Task involves actively working with the development teams to explain and clarify business requirements and rationale in order to help create solutions that would meet business needs.
• Participates in root cause analysis to recommend enhancements or other appropriate actions to improve operational performance and customer service.

Project Management

• Assists in creating the project plan for assigned projects, coordinates effort estimate with task owners, incorporates reasonable buffer on external deliverables to ensure accurate forecasting of project milestones
• Assist in enforcement of project deadlines and schedules
• Takes input from various stakeholder, and appropriately and accurately applies comments/feedback
• Understands the necessity of project standards and applies them consistently
• Develops internal and external meeting objectives and agenda
• Prioritize multiple tasks effectively

Transition Management

• Work with Control Tower, Migration and Operations leads in carrying out changes and monitor the required and approved changes are consistently implemented across the organization
• Support the group function by proactively liaising with the site support functions on their respective deliverables for work transitions
• Creates and maintains related key documentation from the Change Management Playbook to ensure sufficient transfer of knowledge such as data maps, process flow diagrams, KPIs (TAT and Quality), Service Level Agreements, Risk Assessments, Exceptions use cases, capacity calculation to ensure effective and sustainable transitions of work
• Works with service delivery team on completing business readiness documentation, collaborates with the business owners and users to prepare for business readiness and transfer knowledge of new process/system

Stakeholder Management

• Preparation of presentation and management reports to business leaders, which includes
• Findings and recommendations from process discovery,
• Root cause analysis from reported incidents
• Data visualization

QUALIFICATIONS & EXPERIENCE

• 5+ years of relevant experience in Insurance, Financial Services and/or BPO industry, including 2-3 years of experience in Transition Management, Project Management or Transformation.
• Strong analytical, problem-solving, and critical-thinking skills
• Excellent written and verbal communication skills
• Stakeholder management and facilitation
• Process modeling and documentation
• Root cause analysis and continuous improvement techniques
• Strong organizational skills with the ability to manage competing priorities

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