Senior Business Consultant

Company 1 - The Manufacturers Life Insurance Company; Toronto; Hybrid; CAD 93,000 - 143,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Flexible work policies

Job summary

Manulife/John Hancock is seeking a Senior Business Consultant to drive growth, innovation and efficiencies in the Canada Contact Centre. You will analyze data with a team of analysts and developers, influence stakeholders, and contribute to strategic planning while supporting Group Benefits and related units in Canada.

The role is hybrid and Toronto-focused, with a base salary range and incentive programs. The position emphasizes agile delivery, risk management, and a focus on customer service

Qualifications

• 5–7 years of business analysis experience.
• Self-starter able to work independently even when there is ambiguity.
• Quick learner who can understand and apply new concepts quickly.
• Strong analytical, project management and/or problem-solving experience.
• Demonstrated expertise at evaluating feasibility or practicality of ideas and options, assessing risks and tradeoffs.
• Ability to communicate business needs and client/business impacts clearly, both written and verbal.
• Proven track record of building strong relationships.
• Excellent collaboration across levels and teams to execute on goals.
• Passion for effortless customer service.
• Excellent influencing, interpersonal and presentation skills.
• Good judgement and flexibility in dynamic environments.
• Experience with Group Benefits and/or systems is an asset.
• Experience with Project Management and/or Agile methodology is an asset.
• Experience identifying and coordinating digital solutions is an asset.

Responsibilities

• Drive business growth, innovation and efficiencies through data-based analysis with analysts, developers and trainers.
• Influence key individuals to implement new initiatives and best practices.
• Provide strategic input to business planning and direction.
• Develop and present cost/benefit analyses and alternative assessments for service improvements.
• Participate in Agile projects, identify risks and help build best solutions for the business.
• Collaborate with Internal/External audit to manage risk effectively.
• Coordinate management and ongoing maintenance of business continuity plans.

Skills

Business analysis

Independent worker

Quick learner

Analytical skills

Risk assessment

Communication

Relationship building

Collaboration

Customer service

Interpersonal skills

Judgement & adaptability

Group Benefits knowledge

Project management

Agile methodology

Digital solutions

Job description

The opportunity Are you self-motivated, constantly driving innovation and efficiency by thinking like an entrepreneur? The Senior Business Consultant role within Manulife Contact Centre could be a perfect fit for you. Your creative solutions and bold ideas are what we are looking for within our team. This role will primarily support our Group Benefits business. As we focus on scalable initiatives and innovations, there may also be opportunities to work with other business units for Canada Segment including Manulife Bank, Insurance and Affinity. The Manulife Contact Centre provides customer service to our Advisors, Clients and other key stakeholders. This team represents the voice and brand of Manulife to thousands of clients by responding to 100,000+ calls/emails per week and deliver top-quality service experiences. The Senior Business Consultant will be a crucial part of our team’s success.

Responsibilities / Where you come in

• You will drive business growth, innovation and efficiencies through data-based analysis and collaboration with a team of analysts, developers and trainers
• You will influence key individuals to facilitate implementation of new initiatives and best practices.
• You will bring strategic thinking to the team by providing input to business planning and direction.
• You will develop & present cost/benefit cases and alternative assessments for service and efficiency improvements.
• You will participate in Agile-based projects and initiatives by identifying and mitigating risks to the Contact Centre while collaborating to build the best solution for the business.
• You will collaborate with Internal/External audit to ensure risk is managed effectively.
• You will coordinate the management and ongoing maintenance of business continuity plans.

How will you create impact

Reporting to the Director, Readiness, Delivery and Change, Global Contact Centres, you will be empowered to initiate, plan and deliver solutions to improve client experience, create efficiencies, and align to our strategic direction. You will also be representing the Contact Centre in various projects and initiatives, identifying and mitigating risks as we grow, digitize processes, and introduce new technology. You will have an opportunity to do all this in a wonderfully collaborative, fun, and supportive environment.

What motivates you? You obsess about customers, listen, engage and act for their benefit. You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. You thrive in teams and enjoy getting things done together. You take ownership and build solutions, focusing on what matters. You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• 5-7 years of business analysis experience
• Self-starter able to work independently even when there is ambiguity
• Quick learner that can understand and apply new concepts quickly
• Strong analytical, project management and/or problem-solving experience
• Demonstrated expertise at evaluating the feasibility or practicality of ideas and options, assessing risks and tradeoffs
• Ability to effectively communicate business needs and client/business impacts, both written and verbal
• Proven track record of building strong relationships
• Excellent ability to collaborate with people from various levels and teams to execute effectively on a comment goal or initiative
• Passion for effortless customer service
• Excellent, influencing, interpersonal and presentation skills
• Demonstrated good judgement and flexibility in dynamic environment
• Experience with Group Benefits and/or systems an asset
• Experience with Project Management and/or Agile methodology an asset
• Experience identifying and coordinating digital solutions an asset

What can we offer you

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Base salary range is expected to be between $92,900.00 CAD - $142,900.00 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.

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.

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.

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 stride 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 Toronto, Ontario Working Arrangement Hybrid

Base salary range is expected to be between $92,900.00 CAD - $142,900.00 CAD.