Manulife
SubjectMatterExpert
Neural analysis suggests this role is
optimal for Mid candidates.
“Subject Matter Expert at Manulife. Skills: System Asset and Access Onboarding/Offboarding, Technical Analysis, process improvement, trouble shooting, system platforms and interactions. Serve as the Subject Matter Expert for System Asset and Access Onboarding/Offboarding for GBS, Genpact and CX Contact Center (Onshore teams). Act as shift lead in the absence of a Team Lead”
What You'll Achieve.
meet performance metrics; ensure achievement of defined objectives
Industry & Context.
trouble shooting and problem diagnostic skill; able to handle high complexity system; Provides effective instructions on the proper use of resources to find steps for resolution of difficult issues
What They're Looking For.
Must Have
Bachelor’s degree in computer science, Information Technology or equivalent, 3-5 years relevant experience in Technical Analysis, Must pass current job expectations and meet performance metrics, verbal and written communication skills, with attention to clarity and detail, Certified or have an advanced knowledge of ITIL practices, security and risk management concepts, Familiar with process review, mapping and improvement practices, trouble shooting and problem diagnostic skill, and able to handle high complexity system, Advance understanding with system platforms and interactions, including Mainframe (ACF2), Experience with business tools such as SharePoint, MS Excel, MS Access, knowledge of support tools, including ServiceNow, Citrix/VDI, Lotus Notes, Active Directory, Microsoft 365, Salesforce, eTreasury, etc., Highly customer-focused mindset, with a commitment to service excellence, organization skill 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, Ability to lead meetings independently with varying levels of staff participation
What You'll Do.
Serve as the Subject Matter Expert for System Asset and Access Onboarding/Offboarding for GBS
Genpact and CX Contact Center (Onshore teams)
Act as shift lead in the absence of a Team Lead
Act as Queue Manager in the TREM intake and ensure that requests are accurately prioritized and managed
Responsible for maintaining and implementing the Quality Control program and Knowledge Management
cross-skilling and upskilling to new and current members
Partner with Transition or Project Managers in preparing the technology requirements of transitions and ensuring it works in the target work location
Conduct incident root cause analysis for escalations and recurring incidents with corresponding corrective or improvement action plan
Ensure that process documents are updated and calibrated regularly
and aligns with the overall process of the Enterprise or Business unit
Provides effective instructions on the proper use of resources to find steps for resolution of difficult issues
Provides reports as required by the Manager or Business unit contact
Partner with the Team Leader in planning
creating and implementing projects to ensure achievement of defined objectives
Check all the process and see opportunities to streamline and provide innovative ideas to make the process more efficient
Be up to date with current field practices to enhance service standards and delivery
Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units to support evolving business needs
Work collaboratively within a small team
adhering to guidance from senior staff and leadership
and aligning with company policies and objectives
How You'll Work.
Team & Collaboration
Partner with Transition or Project Managers; Partner with the Team Leader; Work collaboratively within a small team; adhering to guidance from senior staff and leadership; aligning with company policies and objectives
Communication Scope
verbal and written communication skills; attention to clarity and detail
Process & Methodology
Partner with Transition or Project Managers in preparing the technology requirements of transitions, Partner with the Team Leader in planning, creating and implementing projects to ensure achievement of defined objectives
Full Job Description
**Individual Accountabilities:** * Serve as the Subject Matter Expert for System Asset and Access Onboarding\Offboarding for GBS, Genpact and CX Contact Center (Onshore teams) * Act as shift lead in the absence of a Team Lead. * Act as Queue Manager in the TREM intake and ensure that requests are accurately prioritized and managed. * Responsible for maintaining and implementing the Quality Control program and Knowledge Management * Provides training, cross-skilling and upskilling to new and current members * Partner with Transition or Project Managers in preparing the technology requirements of transitions and ensuring it works in the target work location * Conduct incident root cause analysis for escalations and recurring incidents with corresponding corrective or improvement action plan * Ensure that process documents are updated and calibrated regularly, and aligns with the overall process of the Enterprise or Business unit * Provides effective instructions on the proper use of resources to find steps for resolution of difficult issues * Provides reports as required by the Manager or Business unit contact * Partner with the Team Leader in planning, creating and implementing projects to ensure achievement of defined objectives. * Check all the process and see opportunities to streamline and provide innovative ideas to make the process more efficient * Be up to date with current field practices to enhance service standards and delivery * Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units to support evolving business needs. * Work collaboratively within a small team, adhering to guidance from senior staff and leadership, and aligning with company policies and objectives. ** _Minimum Skills Requirement to Hire:_** * Bachelor’s degree in computer science, Information Technology or equivalent. Preferably with 3-5 years relevant experience in Technical Analysis * Must pass current job expectations and meet performance metrics *
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