Bilingual Business Application Support Analyst

Manulife; Waterloo; Hybrid; CAD 51,000 - 86,000; Full time

Job summary

A leading financial services provider is seeking a Business Application Support Analyst to enhance operational workflows and support a range of products and processes. This role requires strong analytical skills, bilingual communication ability, and a focus on operational excellence. Join a flexible, inclusive environment dedicated to employee growth and development.

Benefits

Health benefits

Dental benefits

Mental health support

Vision benefits

Short- and long-term disability coverage

Life and AD&D insurance

Retirement savings plans

Paid time off

Qualifications

• Bilingual (French & English) required to support clients.
• Demonstrated analytical, investigative, and problem-solving skills.
• Proficient in MS Excel and experienced with JIRA.

Responsibilities

• Provide consistent support to internal and external customers.
• Recommend systems enhancements to improve operational efficiencies.
• Create and collect requirements for Distributor Services.

Skills

Analytical skills

Investigative skills

Problem-solving skills

Bilingual (French & English)

Influencing skills

Negotiating skills

Conflict management

Tools

MS Excel

JIRA

Job description

Distributor Services is looking for a bright and enthusiastic individual to join the team as a Business Application Support Analyst. Reporting to the Manager of Distributor Services, this role will be accountable for providing consistent, accurate and timely support to our internal and external customers, with a primary focus on supporting multiple products, projects, and processes. Establishing new, and improving existing, processes to ensure optimal efficiency as it relates to operational workflow while adhering to all Firm and regulatory standards.

Position Responsibilities:

• Recommend systems enhancements and other operational opportunities to improve operational efficiencies

• Providing recommendations for future enhancements to user experience and business usability

• Shared responsibility for Intake, Triage, Analysis and Delivery of requests submitted to DS

• Identifying and supporting business initiatives, and on-time delivery of assigned projects

  • Identify opportunities for digital improvements within DS, including leveraging robotics

  • Participate in projects and initiatives to drive out change and manage the impact to teams and processes

  • Adhere to multiple, and sometimes directly competing, timelines for a variety of project as assigned

• Review and updates of existing processes as well as developing net new processes

  • Develop a comprehensive understanding of DS teams, processes, procedures and policies

• Support system updates/enhancements and introduction of new systems *some testing may be required outside of business hours

  • Creating and collecting requirements to account for DS needs

  • Development and execution of test cases

  • Performing hands-on user acceptance testing

• Investigate complex, high impact and time-sensitive cases and business problems

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Demonstrated analytical, investigative, and problem-solving skills with the ability to identify issues and implement effective solutions

• Strong skills in influencing, negotiating, and managing conflicts

• Proficient in MS Excel at an intermediate level and experienced with JIRA

• Preferred technical proficiency with Distributor Services systems, including AWD, Apexa, DSS, FASAT, Mainframe (CATS/Capsil 4.2), iFAST, Lotus Notes, and Repsource

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.

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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

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$51,375.00 CAD - $85,625.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.