Business Process Analyst

Manulife/John Hancock; Southwestern Ontario; Hybrid; CAD 52,000 - 87,000; Full time

Benefits offered by this job

Health

Dental

Mental health

Vision

Short- and long-term disability

Life and AD&D insurance

Paid time off

Job summary

Manulife/John Hancock in Ontario requires a detail‑oriented professional to support Third-Party Administrators (TPA) with QA, funding operations, and regulatory reporting. You will coordinate onboarding, monitoring, and testing across TPAs while aligning with internal risk controls and compliance standards.

The role emphasizes claims knowledge within Group Benefits, strong communication, and MS Office proficiency.

Qualifications

• Group Benefits insurance knowledge particularly in claims.
• Experience in claims adjudication, audit, and quality assurance (QA) within an insurance or third-party administration environment.
• Excellent customer service, negotiation, and communication skills, both written and verbal, with the ability to communicate effectively with clients and other internal departments.
• Ability to translate technical details to lay language.
• Ability to manage competing priorities, and fluctuating work volumes.
• Strong analytical and problem-solving capabilities with the ability to multitask.
• Attention to detail, and the ability to resolve difficult problems/questions and issues in a timely fashion or to research issues where the solution is not clear.
• Strong competency in MS Office Excel/ Word.
• Minimum 3 years of work experience in the financial services industry.
• Ability to comprehend and interpret technical details and apply this knowledge in varying situations.
• Ability to recognize workflow and systems problems, resolving them if possible or escalating issues as appropriate.

Responsibilities

• Set up of new TPAs, TPA changes with banking or claims funding using proprietary systems
• Manage funding operations, end-to-end QA, annual tax/premium reviews and TPA onboarding/transitions
• Monthly tracking of Quality Assurance/Service Standards for TPAs
• Scheduling and facilitating monthly meetings with TPAs
• Monthly reporting and provincial reporting on UCP in compliance with regulations
• Monitoring shared inboxes for GB TPA and Affinity TPA
• Manage Anti-Money Laundering tasks
• Monthly Claims sampling, analysis and reporting for each TPA
• Monthly Premium/Eligibility Analysis – ensuring approved rates are being charged by TPA Funding System
• Analysis – to leverage internal claims data provided in claim files
• Maintenance of SharePoint Sites
• Support operational risk activities, including incident logging, MOU reviews, Corrective Action Plans, audits and corrective-action tracking
• Updating/creating documentation and process improvements as required
• Work with TPAs and IS to resolve any data file processing issues including required testing
• Assist with Disability and Tax teams within Manulife and the TPA’s Providing support and back up for the TPA Coordinator role
• Support contract updates as required
• Other duties as assigned.

Skills

Group Benefits knowledge

Claims adjudication experience

Quality assurance (QA) experience

Customer service

Communication skills

Analytical thinking

Tools

MS Office

Job description

This role supports the Third-Party Administrators (TPA) who adjudicate claims for Group Benefits Plan Sponsors and provides administrative function to Affinity Market Plans. The role reports to the Director of Third-Party Management and is a critical role that supports the TPA Coordinator/Consultants from an Operational and Risk Perspective. This role's primary focus is the TPA quality assurance program, with backup support for TPA funding and operations.

Position Responsibilities:

• Set up of new TPA’s, TPA changes with banking or claims funding using proprietary systems
• Manage funding operations, end-to-end QA, annual tax/premium reviews and TPA onboarding/transitions
• Monthly tracking of Quality Assurance/Service Standards for TPA’s
• Scheduling and facilitating monthly meetings with TPAs
• Monthly reporting and provincial reporting on UCP in compliance with regulations
• Monitoring shared inboxes for both GB TPA and Affinity TPA
• Manage Anti-Money Laundering tasks
• Monthly Claims sampling, analysis and reporting for each TPA
• Monthly Premium/Eligibility Analysis – ensuring approved rates are being charged by TPA Funding System
• Analysis – to leverage internal claims data provided in claim files
• Maintenance of SharePoint Sites
• Support operational risk activities, including incident logging, MOU reviews, Corrective Action Plans, audits and corrective-action tracking
• Updating/creating documentation and process improvements as required
• Work with TPAs and IS to resolve any data file processing issues including required testing
• Assist with Disability and Tax teams within Manulife and the TPA’s Providing support and back up for the TPA Coordinator role
• Support contract updates as required

Other duties as assigned.

Required Qualifications:

• Group Benefits insurance knowledge particularly in claims
• Experience in claims adjudication, audit, and quality assurance (QA) within an insurance or third-party administration environment
• Excellent customer service, negotiation, and communication skills, both written and verbal, with the ability to communicate effectively with clients and other internal departments
• Ability to translate technical details to lay language
• Ability to manage competing priorities, and fluctuating work volumes
• Strong analytical and problem-solving capabilities with the ability to multitask
• Attention to detail, and the ability to resolve difficult problems/questions and issues in a timely fashion or to research issues where the solution is not clear
• Strong competency in MS Office Excel/ Word
• Minimum 3 years of work experience in the financial services industry
• Ability to comprehend and interpret technical details and apply this knowledge in varying situations
• Ability to recognize workflow and systems problems, resolving them if possible or escalating issues as appropriate

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 Waterloo, Ontario Working Arrangement Hybrid:

Base salary range is expected to be between $51,975.00 CAD - $86,625.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual base 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.

Benefits:

• health
• dental
• mental health
• vision
• short- and long-term disability
• life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• 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 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.

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.

We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026