Business Systems Analyst, Operations

Manulife Insurance Malaysia; Halifax; Hybrid; CAD 66,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Dental and vision coverage

Disability and life insurance

Retirement savings plan

Paid time off

Job summary

Manulife Insurance Malaysia seeks a seasoned Business Analyst to support Salesforce Service Cloud initiatives within a Canadian Segment Operations Excellence context. You will analyze user stories, document requirements, and coordinate with IT and business partners to deliver customer-centric solutions for case management and contact center operations.

The role requires 5+ years in business analysis, strong analytical skills, and experience with Salesforce Service Cloud; hybrid work arrangement,

Qualifications

• 5+ years of experience in business analysis or business systems analysis.
• Experience with Salesforce Service Cloud is required.
• Strong problem-solving, organizational, and analytical skills.
• Experience with a Contact Centre or Operations team is preferred.
• Proficiency in MS Office and analytics tools (Excel, Power BI).

Responsibilities

• Support Salesforce agile squad initiatives and ensure successful delivery.
• Analyze and document user stories and acceptance criteria; investigate issues.
• Design and configure Salesforce Service Cloud solutions (data models, UI, automation).
• Collaborate with IT partners through analysis, development, testing and implementation phases.
• Measure success via KPIs and user feedback; provide recommendations to stakeholders.

Skills

Salesforce Service Cloud experience

Business analysis

Problem solving

Stakeholder communication

MS Office (Excel/Word/Visio/Power BI)

Education

Bachelor's in Computer Science or Software Engineering

College Diploma in a related field

Tools

Salesforce Service Cloud

Power BI

Visio

AWS

Job description

Join our Canadian Segment Operations Excellence Team! Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce.

Position Responsibilities

Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad. Work in a customer-centric environment that ensures excellent service delivery for all internal and external clients. Analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, performing business acceptance testing, and activities to ensure successful delivery of initiatives. Recommend solution options and collaborate with business partners to ensure outcomes meet business expectations. Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes. Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations.

Required Qualifications

Developing and implementing performance measurement frameworks. Performing business analysis of functional requirements to identify information, procedures, and decision flows. Produce quality documents including business processes and controls, feasibility, and impact analysis. Lead effective meetings to understand business drivers, rationalize existing processes, present findings, and facilitate decision making. Critically evaluate information gathered from various sources and reconcile concerns, communicate information to collaborators. Define and analyze operational problems, identify risks, and recommend options based on data-driven assessments. Assess impacts of system/process changes to upstream and downstream processes. Build and deliver concise and effective presentations to communicate and clarify ideas to diverse audiences. Support ad-hoc analysis to determine root cause of issues and resolve issues in a timely manner. Work closely with our IT partners through the analysis, development, testing & implementation phases. Measure the success of changes implemented through key performance indicators (KPIs) and user feedback. Provide coaching and development support for associate and intermediate business analysts. Look for ways to improve/streamline the way we work and how we service our customers and partners.

Qualifications

5+ years of experience in business analysis, business system analysis, technical analyst roles. Experience working with Salesforce Service Cloud is required. Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations. Experience with a Contact Centre or Operations team is highly preferred. Strong problem-solving, organizational, and analytical skills. Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation. Familiarity with Agentforce and general AI/automation concepts. Other technical skills: Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/ Power BI or other analytics programs. AWS is an asset. Good understanding of project management practices. Process modeling and analysis skills including but not limited to information gathering, gap analysis between current and future state along with root cause analysis. Thorough knowledge and experience with testing including creation of test plan and execution. Experience delivering projects involving system implementation.

Attributes

Capacity for constant learning, remaining open to change and continuous improvement. Strong collaborator and ability to support teams in different projects/initiatives as required. Good business judgment with the ability to juggle changing priorities to meet obligations. Comfortable with ambiguity; able to establish course of action in environment of conflicting priorities. Project a positive high-energy and establish harmonious working relationships with team members inside and outside of the business units.

Preferred Qualifications

Bachelor's in Computer Science or Software Engineering or relevant College Diploma is desired Experience with a Contact Centre or Operations team is preferred. Past experience in large complex environment is desired.

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].

Salary

Referenced Salary Location CAN, Nova Scotia, Halifax, 2727 Joseph Howe Drive Working Arrangement Hybrid Salary range is expected to be between $65,850.00 CAD - $109,750.00 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.

Benefits

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.

Additional Information

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 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 recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index.