Manulife
AssociateOperationsAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Associate Operations Analyst at Manulife. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, onboarding, offboarding, access management, incident management, documentation, automation, project planning. managing onboarding, offboarding, and access requirements for Canadian teams. handling incident tickets”
What You'll Achieve.
ensuring timely and accurate support aligned with service level agreements; ensuring completion within established timelines and service standards; Ensure all tasks and deliverables comply with defined quality standards and SLA commitments.
Industry & Context.
resolve access-related issues; Analyze support requests to identify recurring issues, trends, and opportunities for process improvement.
What They're Looking For.
Must Have
Must pass current job expectations and meet performance metrics, verbal and written communication skills, with attention to clarity and detail, Customer-focused mindset, with a commitment to service excellence, Organized and detail-oriented, with solid planning and time management abilities, Capable of working independently and collaboratively within a team and collaboratively in a fast-paced environment
Nice to Have
Knowledge of ITIL practices, security and risk management concepts is a plus
What You'll Do.
and access requirements for Canadian teams
handling incident tickets
maintaining documentation
coordinating with various internal and external teams to resolve access-related issues
identifying opportunities for process automation
supporting technical documentation efforts
participating in project planning
and offboarding activities for Canadian teams
ensuring completion within established timelines and service standards.
Coordinate access provisioning and troubleshoot access-related issues in collaboration with GBS/Genpact and other support teams.
Monitor the support mailbox consistently and respond to inquiries in a timely and professional manner.
Assign and manage ServiceNow request tickets
prioritizing based on urgency and following documented procedures.
Escalate issues appropriately to designated support teams
ensuring accurate logging and timely notifications.
Maintain and regularly update internal process documentation and knowledge databases to reflect current practices.
Analyze support requests to identify recurring issues
and opportunities for process improvement.
Ensure all tasks and deliverables comply with defined quality standards and SLA commitments.
Support the documentation of technical processes and contribute to project planning and execution in partnership with team leaders.
Proactively identify and recommend automation or integration solutions to streamline administrative tasks when applicable.
Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units to support evolving business needs.
How You'll Work.
Team & Collaboration
coordinating with various internal and external teams; Collaborate effectively with cross-functional teams across different geographies and cultures.; working collaboratively within a team
Communication Scope
verbal and written communication skills; attention to clarity and detail
Process & Methodology
participating in project planning, contribute to project planning and execution
Full Job Description
The Associate Operations Analyst is responsible for managing onboarding, offboarding, and access requirements for Canadian teams, ensuring timely and accurate support aligned with service level agreements. The role involves handling incident tickets, maintaining documentation, and coordinating with various internal and external teams to resolve access-related issues. It also includes identifying opportunities for process automation, supporting technical documentation efforts, and participating in project planning. _**Responsibilities**_ * Manage onboarding, cross-boarding, and offboarding activities for Canadian teams, ensuring completion within established timelines and service standards. * Coordinate access provisioning and troubleshoot access-related issues in collaboration with GBS/Genpact and other support teams. * Monitor the support mailbox consistently and respond to inquiries in a timely and professional manner. * Assign and manage ServiceNow request tickets, prioritizing based on urgency and following documented procedures. * Escalate issues appropriately to designated support teams, ensuring accurate logging and timely notifications. * Maintain and regularly update internal process documentation and knowledge databases to reflect current practices. * Analyze support requests to identify recurring issues, trends, and opportunities for process improvement. * Ensure all tasks and deliverables comply with defined quality standards and SLA commitments. * Support the documentation of technical processes and contribute to project planning and execution in partnership with team leaders. * Collaborate effectively with cross-functional teams across different geographies and cultures. * Proactively identify and recommend automation or integration solutions to streamline administrative tasks when applicable. * Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units to support evolving business needs. ** _Requirements_** * Bachelo
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