Job Summary:

Join the Plan Member Administration team at Manulife Group Benefits! We simplify benefits administration, delivering a powerful experience for our members and clients. Our vision is to be the industry’s partner of choice for benefits solutions and administration services.

We are seeking a Business Process Specialist with strong relationship-building, technical, and analytical skills. In this full-time role, you will enhance client and member experiences for our PMA clients by assessing business impacts, articulating requirements, and implementing improvements.

Key Responsibilities:

• Research & Analysis : Evaluate business problems and validate solutions for service quality and efficiency enhancements.

• Process Improvement : Conduct process discovery sessions, identify gaps, and develop improvement strategies.

• Project Management : Develop deliverables such as process maps, data analysis, and documentation.

• Collaboration : Build strong relationships with stakeholders and support business process owners.

• Continuous Improvement : Cultivate a culture of excellence by sharing best practices and new trends.

• Agility : Adapt quickly to changing priorities while maintaining focus on business needs.

What We’re Looking For:

• Business Analysis Experience

• Big Picture Thinker

• Strong Negotiation & Influencing Skills

• Action-Oriented Problem Solver

• Collaborative Team Player

• Excellent Communication Skills

• Flexibility and Resilience

Qualifications:

• 3+ years in Group Benefits or customer service operations.

• 1+ year in process/performance improvement projects.

• Strong communication and interpersonal skills.

• Passion for continuous learning and alignment with Manulife’s values.

Preferred Skills:

• LEAN Six Sigma Certification

• Training in Operational Excellence, Problem Solving, and Project Management.

• Experience with key support functions (recruitment, training, quality, etc.).

• Familiarity with Operations tools (CRM, Ticketing Systems, Power BI).

• Use of statistical tools for data analysis.

• Agile Mindset & Frameworks (Scrum).

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 recruitment@manulife.com .

Primary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$56,400.00 CAD - $94,000.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.