Senior Business Consultant

Manulife; Toronto; Hybrid; CAD 93,000 - 143,000; Full time

Benefits offered by this job

Flexible work policies

Professional development opportunities

Growth opportunities

Job summary

Manulife is seeking a Senior Business Consultant to drive innovation within the Contact Centre, primarily supporting Group Benefits while collaborating with other Canada segments.

You will partner with analysts, developers and trainers to deliver data-driven initiatives, influence stakeholders, and present cost/benefit cases for service improvements. Hybrid work in Toronto with competitive salary and benefits.

Qualifications

• 5-7 years of business analysis experience.
• Self-starter who can work independently with ambiguity.
• Strong analytical, project management and problem-solving experience.
• Ability to communicate business needs clearly to diverse teams.

Responsibilities

• Drive growth, innovation and efficiencies through data-based analysis with cross-functional teams.
• Influence stakeholders to implement new initiatives and best practices.
• Provide input to business planning and direction with strategic thinking.
• Develop cost/benefit cases and assessments for service improvements.
• Participate in Agile projects and mitigate risks for the Contact Centre.

Skills

Business analysis

Stakeholder management

Agile project work

Data-driven decision making

Strategic thinking

Communication skills

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.

Our commitment to you

• Values-first cultureWe lead with our Values every day and bring them to life together.
• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
• Continuous innovationWe invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

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

Toronto, Ontario

Modalidades de Trabajo

Híbrido

Base salary range is expected to be between

$92,900.00 CAD - $142,900.00 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.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .