Customer Reporting Business Analyst

Manulife; Southwestern Ontario; Hybrid; CAD 59,000 - 99,000; Full time

Benefits offered by this job

Health benefits

Hybrid work arrangement

Paid time off

Job summary

Manulife is seeking a Customer Reporting Business Analyst in Ontario to support end-to-end statement production, validate content, and ensure regulatory compliance. You will document requirements, test statements, and collaborate with Operations and Technology to drive quality.

Responsibilities include leading analysis for semi-annual statements, preparing risk reviews, coordinating print and mail, and training teammates.

Qualifications

• Three+ years of business analysis, operations, or customer reporting in financial services or a regulated environment.
• Two+ years using Excel to analyze and validate statement data and investigate issues.
• Experience documenting statement content, distribution requirements, testing, and production support.
• Experience presenting risk reviews or recommendations to senior stakeholders.
• Strong analytical skills with high accuracy and attention to detail.
• Excellent written and verbal communication for technical and non-technical audiences.
• Post-secondary education in business administration, finance, data analytics, information systems, or equivalent experience.

Responsibilities

• Lead analysis for semi-annual customer statements and trade confirmations with robust documentation.
• Create and execute statement composition testing to validate content, disclosures, calculations, formatting, and rules.
• Coordinate printing and mailing of statements with operations teams.
• Contribute to new product initiatives by providing subject matter expertise and testing.
• Analyze statement processes and data to identify gaps, risks, and improvement opportunities.
• Maintain documentation for statement content, distribution rules, and testing procedures.
• Coach teammates and promote consistent statement analysis and production practices.
• Collaborate with Operations, Technology, Risk, and Compliance to implement changes and strengthen controls.

Skills

BA

Excel

Data analysis

Stakeholder communication

Education

Business/Finance/Data Analytics degree or equivalent

Job description

The Customer Reporting Business Analyst plays an important role in ensuring that customer statements and trade confirmations are accurate, timely, clear, and compliant with operational and regulatory requirements. In this role, you will support the end-to-end statement production process by documenting requirements, validating statement content and composition, investigating issues, and collaborating with Operations and Technology teams throughout implementation. Your work will help deliver reliable customer experience, reduce operational risk, and strengthen the processes and controls that support these important communications. This is an opportunity to build deep business knowledge, influence meaningful change, and contribute to a collaborative team focused on quality and continuous improvement.

Position Responsibilities:

• Lead business analysis activities related to semi-annual customer statement production, and trade confirm production including documenting business requirements and maintaining clear supporting documentation.

• Create and execute statement composition testing to validate customer information, required disclosures, calculations, formatting, business rules, and the overall presentation of statements.

• Collaborate with business specialists to coordinate the printing and mailing of customer statements.

• Actively contribute to new product initiatives by providing subject matter expertise, documenting distribution requirements, and conducting user acceptance testing.

• Analyze customer statement processes, content, data, and production exceptions to identify gaps, risks, root causes, and opportunities to improve statement quality and delivery.

• Develop and maintain detailed documentation for segregated fund statement content, calculation, composition, and distribution rules, as well as related process documents, test scenarios, and procedures.

• Coach and train team members, share statement-related knowledge, and promote consistent execution of statement analysis, testing, and production activities.

• Collaborate with Operations, Technology, Risk, Compliance, relevant projects, and other business partners to implement statement changes, resolve production issues, and strengthen controls and the customer statement experience.

Required Qualifications:

• At least three years of experience in business analysis, operations, customer reporting, customer communications, data analysis, or a related role within financial services or another regulated environment.

• At least two years of experience using Microsoft Excel to analyze, reconcile, and validate statement data and investigate issues.

• Experience documenting statement content and distribution requirements, performing composition or user acceptance testing, and supporting statement implementation and production activities.

• Experience preparing and presenting risk reviews, recommendations, workarounds, or approval requests to senior stakeholders.

• Strong analytical skills, a high degree of accuracy, and close attention to detail.

• Excellent written and verbal communication skills, with the ability to explain complex information to technical and non-technical audiences.

• Post-secondary education in business administration, finance, data analytics, information systems, or a related field, or equivalent relevant experience.

Preferred Qualifications:

• Experience with semi-annual customer statements, statement composition, print and mail coordination, or other high-volume customer communications.

• Knowledge of segregated funds, investment or insurance products, and financial services operations.

• Experience supporting new product projects and providing subject matter expertise to business and technology teams.

• Experience with statement composition platforms, print and mail workflows, data queries, or tools used to support customer statement production.

• Experience coaching or training colleagues and creating detailed business or process documentation.

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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