We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

We’re looking for a Workflow Management Analyst to join our Workforce Management team at MBPS. In this role, you are responsible for effectively delivering near-time and intraday performance and volume management with the purpose of optimizing resources to achieve business objectives

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

• Responsible for managing volumes and balancing workload across sites to ensure optimal staffing levels

• Create accurate and timely reports that reflect the Service Level performance such as SOD and EOD reports, TAT Monitoring, Queue Management, among others.

• Communicates workload prioritization for the day and workload distribution strategy.

• Handles schedule adjustments, process/approve VL applications, swap requests, (based on need) and NPT allocation

• Monitor and report leave allocations to scheduling team that may trigger changes in staffing plan and schedules

• Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.

• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

Qualifications:

• College degree or equivalent business experience required, open to Undergrad but with at least 2 years of work related experience

• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

• Intermediate to advance Excel skills and exemplary PowerPoint skills

• Possesses all skill sets necessary to perform non-csc RTA functions; combines this knowledge with additional skills and aptitudes to proactively manage multiple responsibilities centering on LOB volumes

• Disciplined and able to carry out assigned responsibilities according to RTA guidelines and procedures but with minimal supervision, self-starter

• Written and verbal communication skills and be effective communicating to multiple levels of authority in the organization

• Must be amenable to work on a permanent Night shift sc

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .