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This role offers an opportunity to be part of a transformation within the U.S. Retirement business, helping build a new recordkeeping and operations ecosystem across people, process, technology, and data. As a Member Processing Senior Operational Analyst, you will play a key role in driving efficiency, innovation, and service excellence while supporting business growth and maintaining Manulife/John Hancock’s strong reputation.

In this dynamic role, you will take a proactive, customer-focused approach while supporting the FutureChoice Member Services team. Your responsibilities include risk mitigation, reporting, process improvement, procedure management, and project and operations administration to ensure a high-quality client experience.

Position Responsibilities:

• Provide team leadership and process improvement as an SME and mentor, driving capability building and recommending efficiency and quality enhancements  

• Coordinate operations and performance tracking by managing capacity, monitoring tasks/emails, and ensuring KPI adherence  

• Drive stakeholder alignment and collaboration through regular engagement with leadership and cross functional partners across US Retirement Operations

• Process 401(k) transactions accurately (contributions, distributions, loans, rollovers) in line with regulatory requirements and SLAs  

• Deliver a strong customer experience by proactively identifying and resolving issues impacting participant satisfaction  

• Provide internal stakeholder support (customer service, compliance, plan sponsors) on 401(k) payment and transaction matters  

• Investigate and resolve inquiries with accuracy, timeliness, and adherence to service and compliance standards 

• Maintain data integrity and recordkeeping to ensure accuracy, quality, and audit readiness  

• Drive process improvement initiatives by identifying inefficiencies and supporting implementation of enhancements

• Ensure compliance and collaboration by following regulatory controls and partnering cross-functionally to resolve complex cases and escalations  

• Other Duties as Assigned: Flexibly support additional responsibilities as needed to meet team goals and evolving business needs. 

Required Qualifications:

• 3 to 5 years industry experience in insurance, retirement, or financial services with strong understanding of operations and regulatory environments. Experience as a subject matter expert or supervisor in a BPO setting is a must.

• Proficiency in OMNI with solid end-to-end processing experience

• 401(k) Knowledge: Familiarity with 401(k) and pension plan administration, including contribution processing, distributions, loans, and compliance requirements, is highly desirable.

• Strong analytical and detail orientation with ability to handle high-volume data accurately

• Effective time management and multitasking in fast-paced, deadline-driven environments

• Problem-solving mindset with ownership—able to investigate issues and drive resolution independently

• Strong collaboration and communication skills with ability to build relationships across teams and stakeholders

• Customer-focused and adaptable with a proactive approach to change, continuous learning, and process improvement

Preferred Qualifications:

• Educational Background: Post-secondary education in business, finance, or a related field is preferred. Equivalent work experience will also be considered. 

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 [email protected].

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