Analyst, Continuous Improvement

Manulife Financial; Toronto; On-site; CAD 63,000 - 105,000; Full time

Job summary

Manulife Financial in Toronto is seeking a Continuous Improvement Analyst to identify and implement process improvements across Retirement and Investment Operations, enhancing efficiency, quality and client experience.

The role emphasizes data-driven analysis, stakeholder collaboration, and risk-aware design of future-state workflows, with Lean Six Sigma, Agile, and process-mapping experience. Hybrid work arrangement and competitive benefits are offered.

Qualifications

• Bachelor's degree in a related field.
• 4–5 years in process improvement or operations.
• Experience leading improvement initiatives.
• Strong analytical and data interpretation skills.
• Proficient in process mapping and documenting processes.
• Excellent communication and stakeholder management.
• Proficient with Excel and PowerPoint.

Responsibilities

• Identify opportunities to boost operational efficiency and quality.
• Lead improvement initiatives using Lean, Six Sigma, Agile, or similar methods.
• Document current and future workflows through process mapping.
• Analyze data to identify trends and inform decisions.
• Engage stakeholders and facilitate workshops across leadership levels.
• Support risk, controls, and quality improvement efforts.

Skills

Analytical thinking

Problem solving

Stakeholder management

Communication skills

Excel

PowerPoint

Data analysis

Education

Bachelor's degree in Business, Finance, Operations Management, Engineering

Tools

Power BI

Process mapping

Lean Six Sigma

Agile

Job description

The Continuous Improvement Analyst is responsible for identifying, analyzing, and implementing process improvement opportunities that enhance operational efficiency, quality, client experience, and risk management across Retirement and Investment Operations. Working closely with business leaders, operations teams, and cross-functional partners, the Analyst will leverage data-driven insights and continuous improvement methodologies to simplify workflows, reduce waste, eliminate defects, and support strategic transformation initiatives.

The successful candidate will possess strong analytical, problem-solving, stakeholder management, and communication skills, with experience in financial services operations. Experience in Retirement Operations, Investment Operations, or related financial services functions is highly desirable.

Position Responsibilities

Process Improvement & Transformation

• Identify and assess opportunities to improve operational efficiency, effectiveness, quality, and service delivery.
• Lead and support process improvement initiatives using Lean, Six Sigma, Agile, or other continuous improvement methodologies.
• Facilitate process mapping sessions to document current state and design future-state workflows.
• Conduct root cause analysis to identify process gaps, bottlenecks, defects, and operational risks.
• Develop business cases and recommendations supported by qualitative and quantitative analysis.
• Monitor implementation progress and measure realized benefits against targets.

Data Analysis & Reporting

• Analyze operational data and performance metrics to identify trends, opportunities, and risks.
• Develop dashboards, scorecards, and reporting mechanisms to track improvement initiatives and operational performance.
• Utilize data to support decision-making and prioritize improvement opportunities.
• Present findings and recommendations to business leaders and stakeholders.

Stakeholder Engagement

• Partner with business leaders, operations teams, technology partners, and support functions to drive process improvements.
• Facilitate workshops and working sessions with stakeholders at various organizational levels.
• Build strong relationships and influence change through effective communication and collaboration.
• Support change management activities to ensure successful adoption of process improvements.

Risk, Controls & Quality

• Ensure process improvement initiatives align with operational risk and compliance requirements.
• Identify opportunities to strengthen controls while improving efficiency.
• Support quality improvement efforts and defect reduction initiatives.
• Contribute to a culture of continuous improvement and operational excellence.

Required Qualifications

• Bachelor's degree in Business, Finance, Operations Management, Engineering, or a related discipline.
• 4 to 5 years of professional experience in process improvement, operations, business analysis, or continuous improvement roles.
• Demonstrated experience leading or supporting business process improvement initiatives.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets.
• Experience with process mapping and documenting business processes.
• Excellent communication, presentation, and stakeholder management skills.
• Proficiency with Microsoft Office applications, including Excel and PowerPoint.

Preferred Qualifications

• Experience in Retirement Operations, Pension Administration, Wealth Management, Investment Operations, or related financial services operations.
• Lean Six Sigma certification (Green Belt or equivalent) is desirable but not mandatory.
• Experience applying Lean, Six Sigma, Agile, Design Thinking, or Operational Excellence methodologies.
• Familiarity with workflow automation, business rules, AI-enabled solutions, or process digitization initiatives.
• Experience developing dashboards and performance reporting using tools such as Power BI or similar platforms.
• Knowledge of operational risk management and quality management practices.

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.

The role being advertised is an existing vacancy.

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 [e-mail].

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$62,850.00 CAD - $104,750.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.