Business Systems Analyst focused on lending and credit technology initiatives. Collaborating with stakeholders to support system enhancements and regulatory changes at a global financial institution.
About the role
- Quality Analyst responsible for conducting quality reviews and process improvements in client transactions at Manulife. Working with teams to ensure adherence to service standards and facilitating training for new analysts.
Responsibilities
- Conducts full quality review on the logs and tasks completed by the Plan Design installation administrators and communicates findings that management and team can understand
- Identify areas of improvement in installation administrators’ performance through trending and analysis
- Communicate performance and behavioral expectations to Operational Leaders and provide ongoing feedback against performance expectations
- Inform the team of changes in policies and processes
- Initiate process improvements to effectively align team’s capabilities with current and future need
- Conduct calibration sessions to ensure uniformity of understanding
- Recommend and facilitate training programs necessary to drive performance improvement and to new Quality Analyst
- Provide post-training/nesting support to new QA’s such as, but not limited to – auditor’s review, peer audit, question support, root cause and trending analysis
- Assist Team Leader on rework investigation and help in formulating ideas/initiatives to reduce rework
- Support SOX, SOC audit activities where required
Requirements
- Knowledge in MS Office Applications (Word, Excel, PowerPoint)
- Strong technical, analytical, organizational, and problem-solving skills
- High level of accuracy, attention to detail and ability to exercise flexibility and judgement
- Must know how to conduct root cause analysis for error trending report
- Open internally to GB Plan Design Teams only
- Candidate must meet or exceed job expectations in current role
- Must be expert on GB Plan Design processes
- Bilingual in French and English preferred
- Knowledge of GB systems such as: Manuconnect – Traditional and Admin Advantage setups, CPM Navigator II, Clients II, ESC MedOne, Pre-screening/QC-10% Documents, Webpak
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada including holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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