Manulife
Financial Services
CustomerAdvocacyReporting&InsightsSpecialist
“Customer Advocacy Reporting & Insights Specialist at Manulife. Skills: Reporting, Insights, Analytics, Data Analysis, Excel, Power BI. Delivering accurate, timely, and structured reporting and analysis to support the Customer Advocacy team and key stakeholders. Transforming customer advocacy data into meaningful insights that support operational decision-making, performance monitoring, and continuous improvement”
What You'll Achieve.
Delivering accurate, timely, and structured reporting and analysis; Transforming customer advocacy data into meaningful insights; Ensure accuracy, completeness, and integrity of complaints, escalations, and advocacy data; Manage reporting timelines and deliver reliable outputs to stakeholders; Identify trends and root causes from customer complaints, feedback, and case data; Highlight potential risks or performance gaps based on data analysis; Track and interpret performance against KPIs, SLAs, and service standards; Ensure reporting aligns with governance, compliance, and regulatory requirements; Contribute to maintaining clear and reliable representation of customer data in reports
Industry & Context.
analytical and problem-solving skills
What They're Looking For.
Must Have
2-4 years experience in handling data reports, insights and analytics, analytical and problem-solving skills, Proficiency in data analysis and reporting tools (e. g. , Excel, Power BI), Ability to interpret and present data clearly, High attention to detail and data accuracy, collaboration and communication skills, Ability to manage multiple reporting requirements and deadlines
What You'll Do.
and structured reporting and analysis to support the Customer Advocacy team and key stakeholders
Transforming customer advocacy data into meaningful insights that support operational decision-making
performance monitoring
and continuous improvement
Developing and maintaining customer advocacy reports
Ensuring data accuracy and consistency across complaints and escalations
Producing regular and ad hoc reports
Supporting reporting requirements aligned with internal standards and governance frameworks
Analyzing customer complaints
and case data to identify trends and root causes
Translating data into clear and actionable insights
Highlighting potential risks or performance gaps based on data analysis
Tracking and interpreting performance against KPIs
and service standards
Responding to queries related to data
and reporting outputs
Supporting identification of process and service improvement opportunities based on data insights
Assisting in tracking action plans and initiatives through reporting
Supporting evaluation of improvements using pre- and post-analysis
Ensuring reporting aligns with governance
and regulatory requirements
Supporting consistency in reporting definitions
Contributing to maintaining clear and reliable representation of customer data in reports
How You'll Work.
Team & Collaboration
Collaborate with Operations, Risk, Compliance, Legal, and other teams to support reporting needs; Prepare and share reports and insights with stakeholders
Communication Scope
Ability to interpret and present data clearly; collaboration and communication skills
Process & Methodology
Manage reporting timelines, Ability to manage multiple reporting requirements and deadlines
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