Quality Analyst

Manulife Financial; Halifax Regional Municipality; Hybrid; CAD 50,000 - 84,000; Full time

Job summary

Manulife Financial is seeking a Quality Analyst to review residential mortgage files for accuracy and policy compliance, ensuring proper setup and protection of the bank's interest.

The role requires 12+ months of processor experience, strong communication, and ability to identify root causes of errors. This remote position offers flexible, inclusive work arrangements and opportunities to contribute to training and process improvements.

Qualifications

• 12+ months of operational experience as a processor.
• Subject matter expertise in BU administrative systems and understanding interrelationships between processing systems.
• Strong written and verbal communication, including ability to provide feedback and coaching.
• Documentation knowledge and familiarity with documentation standards and procedures.
• Excellent organizational, prioritization, time management, and multitasking skills.
• Analytical, problem-solving and customer service skills.
• Self-discipline and ability to work with minimal supervision.
• Supports staff in achieving performance objectives and provides feedback.
• Initiates and participates in procedural improvements and process changes.
• Basic knowledge of products.
• Post-secondary education or a high school diploma with equivalent business experience.

Responsibilities

• Review transactions for accuracy, completeness and adherence to company policies and procedures.
• Define, quantify and analyze root cause of errors.
• Provide input to workflow changes and processing improvements including system enhancements as required.
• Provide feedback to Managers on trend analysis, monthly reporting, and representative progress.
• Communicate processing errors to representatives.
• Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
• Attend department staff meetings to discuss processing issues and clarification measures.
• Identify frequently committed errors and provide trend analysis.
• Trained and proficient on all business unit administrative systems.
• Provide support to processing associates as a subject matter expert.
• Provide feedback to staff and support the department performance management infrastructure by working with managers, team leaders and trainers to provide training programs and updates.
• Document updates to process and send alerts to team on important updates.
• Coordinate daily functions and schedule for QC group.
• Handle first level escalations from processing staff in Manila, Cebu, Portsmouth or Boston.
• Other duties as assigned.

Skills

Analytical thinking

Strong communication

Documentation skills

Organization & multitasking

Problem solving

Education

Post-secondary education or high school diploma with experience

Job description

The primary responsibility of the Quality Analyst role is to review residential mortgage files and related documents required for a residential mortgage to ensure files are in good order and in accordance with the Bank’s Residential Mortgage Underwriting Policies and Standards. The incumbent must have a clear understanding of the Bank’s mortgage products, credit policies and compliance regulations to ensure all residential mortgages are set up in accordance with the policies and the bank’s interest in the property is protected.

Position Responsibilities:

• Review transactions for accuracy, completeness and adherence to company policies and procedures.
• Define, quantify and analyze root cause of errors.
• Provide input to workflow changes and processing improvements including system enhancements as required.
• Provide feedback to Managers on trend analysis, monthly reporting, and representative progress.
• Communicate processing errors to representatives.
• Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
• Attend department staff meetings to discuss processing issues and clarification measures.
• Identify frequently committed errors and provide trend analysis.
• Trained and proficient on all business unit administrative systems.
• Provides support to processing associate as a subject matter expert.
• Provides feedback to staff and supports the department performance management infrastructure by working with department managers,
• team leaders and trainers to provide formal and ad-hoc training programs, timely feedback, and effective procedural updates.
• Document updates to process and send alerts to team on important updates.
• Coordinate daily functions and schedule for QC group.
• Handles first level escalations from the processing staff in Manila, Cebu, Portsmouth or Boston.
• Other duties as assigned.

Required Qualifications:

• Prior experience as a processor with 12+ months of operational experience.
• Proven subject matter expertise in all BU administrative systems and a strong understanding of the interrelationships between processing systems.
• Strong written and verbal communication skills, including the ability to provide effective, tactful feedback and coaching.
• Documentation knowledge and experience, including familiarity with documentation standards and procedures.
• Excellent organizational, prioritization, time management, and multitasking skills, with the ability to manage competing demands effectively.
• Analytical, problem-solving, and customer service skills, including the ability to interpret customer needs and resolve issues.
• Self-disciplined and able to carry out assigned responsibilities with minimal supervision.
• Leverages skills, experience, and professional networks to support staff in achieving performance and professionalism objectives.
• Initiates and participates in procedural improvements and process changes as required.
• Basic knowledge of products.
• Post-secondary education or a high school diploma combined with equivalent business experience.

Preferred Qualifications:

• 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.

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

CAN, Nova Scotia - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$50,100.00 CAD - $83,500.00 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.