Manulife

Business Analyst

• Clarify and translate business requirements into detailed system functionality for payments and money movement capabilities
• Analyze and document end-to-end payment flows, including Real-Time Rails, Interac, domestic payment networks, credit/debit transaction flows, and cross-border/exchange network integrations
• Review APIs supporting payment systems, including endpoints, parameters, authentication, and error handling
• Document API usage and recommend integration approaches for payment gateways and processing platforms
• Develop process maps and workflows illustrating end-to-end payment journeys and API interaction points
• Create data mapping documents for transaction data, settlement flows, and reconciliation processes
• Test APIs and document payment-related error scenarios using Bruno/Postman
• Investigate incidents using SQL to troubleshoot payment failures, delays, and reconciliation issues
• Support operational teams with payment and transaction-related inquiries
• Develop documentation for new processes, system enhancements, and payment features
• Build and maintain HTML email templates for digital onboarding and payment-related customer communications
• Communicate across Technology, Product, Operations, Sales, Distribution, and Marketing
• Translate technical and payment system concepts into business-friendly language
• Partner with stakeholders to improve UX/UI in digital payment journeys
• Conduct discovery sessions with business and technical stakeholders
• Support delivery of digital and mobile payment features aligned with backend payment infrastructure
• Assist with UAT for payment flows and system enhancements
• Work with engineering teams to validate integrations with core payment systems and underlying platforms
• Ensure solutions align with business objectives, compliance, and scalability requirements
• Contribute to modernization of legacy payment systems

Senior Business Analyst

• Identify, document, and analyze business and technical requirements
• Provide solutions related to payments processing, real-time money movement, and digital customer experiences
• Analyze end-to-end payment flows involving Real-Time Rails, Interac, domestic payment networks, credit/debit transactions, and cross-border/exchange integrations
• Review APIs, including endpoints, parameters, authentication, and error handling
• Document API usage and recommend integration approaches for payment gateways and processing platforms
• Develop process maps and workflows for end-to-end payment journeys
• Create data mapping documents for transaction data, settlement flows, and reconciliation processes
• Test APIs with Bruno/Postman and document payment-related error scenarios
• Investigate incidents using SQL to troubleshoot payment failures, delays, and reconciliation issues
• Support operational teams with payment and transaction-related inquiries
• Develop documentation for new processes, system enhancements, and payment features
• Build and maintain HTML email templates for digital onboarding and payment-related customer communications
• Communicate technical and payment concepts across technology, product, operations, sales, distribution, and marketing
• Partner with stakeholders to improve UX/UI in digital payment journeys
• Conduct discovery sessions with business and technical stakeholders
• Support delivery and UAT of digital and mobile payment features
• Validate integrations with core payment systems and underlying platforms
• Ensure solutions align with business objectives, compliance, and scalability requirements
• Contribute to modernization of legacy payment systems
• Work under the guidance of the Product Owner and collaborate with engineering, product, and business teams

Full-stack Engineer

• Lead the design, development, and deployment of full-stack data governance products and self-service capabilities on Azure and Databricks
• Develop scalable backend services, APIs, and integrations using Python, FastAPI, Azure services, Informatica, ServiceNow, Microsoft Graph, and other enterprise platforms
• Build front-end applications, governance portals, workflow solutions, and dashboards using ReactJS, TypeScript, data visualization frameworks, and Power BI
• Design and implement metadata management, data lineage, data quality, access governance, and workflow automation solutions
• Develop AI-powered capabilities using Azure OpenAI, Azure AI Search, RAG, vector search, prompt engineering, and agent-based workflows
• Integrate Databricks Unity Catalog, Spark, Delta Lake, and MLflow for governed data processing and AI/ML use cases
• Implement CI/CD pipelines, application security, monitoring, and DevOps practices using Azure DevOps, Jenkins, and Git
• Collaborate with cross-functional teams in architecture reviews, code reviews, sprint planning, and technical design discussions
• Mentor engineers and contribute to engineering standards and high-quality delivery

Senior Full Stack Data Governance Engineer

Marketing

• Support development and delivery of global marketing campaigns across paid, earned, and owned media
• Work with multiple stakeholders and provide campaign tracking and reporting
• Support development of investment and sustainability content under tight timelines
• Support sales enablement by building a marketing content plan and executing deliverables with Sales input
• Support marketing deliverables for multiple tier 1 events and meetings
• Report on engagement and evaluate traffic volume and quality
• Ensure lead generation is captured and actionable
• Coordinate and roll out website and SharePoint Online updates
• Work under the direction of multiple marketing leaders and collaborate across divisions and organizational levels

Marketing Manager – Private Markets

General Counsel

• Provide written and verbal consultation on complex life insurance opportunities involving wealth transfer, estate planning, business succession, charitable planning, executive benefits, and related tax matters
• Analyze sophisticated client fact patterns and develop technically sound, commercially relevant planning approaches
• Partner with sales professionals and distributors to clarify objectives and communicate recommendations
• Manage inquiries, research, follow-up, and stakeholder communication independently
• Serve as a technical resource on federal estate, gift, generation-skipping transfer, income, and related tax issues
• Research emerging planning strategies, legislative and regulatory developments, and industry trends
• Assist with complex legal, regulatory, and compliance matters within legal, compliance, and enterprise risk frameworks
• Collaborate with Legal, Compliance, Underwriting, Product, Operations, Marketing, and Sales leadership
• Draft and review educational, promotional, and technical materials, including case studies, presentations, articles, guides, and field-facing resources
• Conduct legal and technical review of materials for accuracy, clarity, and alignment with applicable standards
• Develop and deliver education on advanced planning and legislative, regulatory, tax, and industry developments
• Present at conferences, study groups, webinars, producer meetings, and internal forums
• Contribute ideas for market-facing resources that simplify complex planning concepts
• Participate as an Advanced Markets subject matter expert on product, underwriting, marketing, distribution, new market, and business initiatives
• Build relationships with internal and external stakeholders
• Lead or contribute to research projects, working groups, industry committees, and strategic initiatives
• Share field intelligence and technical insights supporting business growth, product positioning, and responsible innovation

Associate Counsel – Advanced Planning

Customer Support

• Assist customers with inquiries, issues, and complaints across multiple channels
• Build strong customer relationships and deliver easier, better, and faster service
• Offer solutions based on provided Knowledge articles and prescribed service and operating standards
• Process transactions, coordinate with other departments, and document significant discussions or complaints
• Complete ongoing training on products, industry, services, and policy changes
• Provide timely and accurate customer information
• Meet key performance targets
• Provide a professional and positive customer experience
• Identify customer issue trends and patterns and escalate them to appropriate support teams
• Navigate multiple channels while maintaining good customer experience
• Report computer system errors or concerns affecting daily processing
• Monitor pending transactions or requests endorsed to other departments
• Complete and timely update call logs
• Ensure transaction documentation is complete and sent for imaging on time
• Participate in and support department/company initiatives to improve staff engagement
• Maintain confidentiality and careful oversight of data
• Report directly to the Operations Supervisor or Assistant Manager

Customer Service Professional

Financial Planning and Analysis

• Provide life insurance and wealth management solutions to China Bank’s clients
• Work with branch sales and service teams to provide product solutions for clients’ protection, savings and investment needs
• Strengthen client relationships through customer service
• Support sales goals through lead generation, conversion, account acquisition, maintenance, repeat business, deepening and cross-selling
• Prepare monthly sales call plans, daily sales call reports and other management reports
• Conduct client calls, sales presentations, market and competitor shopping, client mapping, telesales and on-site product presentations
• Generate, deepen and broaden account relationships and perform account handling and maintenance
• Prepare documentary requirements
• Promote and facilitate referrals of MCBL products and services
• Conduct KYC, CDD and EDD procedures according to client risk profiles
• Attend meetings, trainings, conferences and learning activities
• Complete HR System and other HR deliverables within deadlines
• Conduct policy reviews, financial advice, upselling, reselling, cross-selling and lead generation
• Provide post-sales service and escalate complaints in real time
• Facilitate collections through ADA, over-the-counter or cheque payments
• Conduct regular lead planning with the Branch Manager
• Perform other relevant tasks assigned from time to time

Financial Sales Associate

Business Operations

• Lead operational governance programs across Retirement & Wealth
• Advise leaders on risk, compliance, resilience, technology, data, records, and third-party requirements
• Maintain governance frameworks, procedures, controls, documentation, and annual roadmaps
• Coordinate reviews, attestations, evidence, testing, remediation, audit responses, and regulatory deliverables
• Track program status, escalate risks and overdue actions, and drive accountability for commitments
• Lead Third-Party Risk Management and Vendor Management program execution
• Partner with business, finance, technology, procurement, risk, and compliance teams to strengthen vendor oversight
• Coordinate business continuity planning, resilience testing, recovery exercises, and plan maintenance
• Oversee governance for End User Computing Solutions, Process Criticality & Impact Risk Assessments, and related operational risk programs
• Ensure ownership, reviews, testing, approvals, records, and evidence are maintained in enterprise systems
• Lead records inventory reviews and promote information classification, retention, and lifecycle management
• Develop executive reporting, dashboards, and performance metrics
• Maintain program repositories, procedures, templates, training materials, and stakeholder communications
• Simplify and automate governance processes, strengthen operating effectiveness, and support business onboarding and education
• Build trusted partnerships and influence across a highly matrixed organization

Director, Technical Business Operations

Director

• Lead enterprise-wide expense consolidation and reporting of total company expenses
• Manage the end-to-end annual planning process, including timelines, assumptions, governance, and executive deliverables
• Coordinate forecasting activities with Finance and business leaders
• Identify risks, opportunities, and actions to achieve financial targets
• Provide executive-level analysis and insights on expense performance, drivers, variances, and trends
• Drive continuous improvement of planning processes, reporting, data quality, and financial management practices
• Build partnerships across Finance and business teams and drive enterprise-wide alignment

Director, Total Company Expenses

Administrative Assistant

• Process urgent and sometimes complex retirement plan transactions
• Gatekeep shared email inboxes accurately and efficiently
• Request specialized reporting by following internal processes
• Learn and execute team tasks to support high-volume periods
• Provide accurate and timely service to internal and external clients
• Identify opportunities to improve efficiency in internal processes

Bilingual Administrative Coordinator

• Lead operational governance programs across Retirement & Wealth
• Advise leaders on risk, compliance, resilience, technology, data, records, and third-party requirements
• Maintain governance frameworks, procedures, controls, documentation, and annual roadmaps
• Coordinate reviews, attestations, evidence, testing, remediation, audit responses, and regulatory deliverables
• Track program status, escalate risks and overdue actions, and drive accountability
• Lead Third-Party Risk Management and Vendor Management program execution
• Partner with business, finance, technology, procurement, risk, and compliance teams on vendor oversight and regulatory obligations
• Coordinate business continuity planning, resilience testing, recovery exercises, and plan maintenance
• Oversee governance for End User Computing Solutions and Process Criticality & Impact Risk Assessments
• Ensure ownership, reviews, testing, approvals, records, and evidence are maintained in enterprise systems
• Lead records inventory reviews and promote information classification, retention, and lifecycle management
• Develop executive reporting, dashboards, and performance metrics
• Maintain program repositories, procedures, templates, training materials, and stakeholder communications
• Simplify and automate governance processes, strengthen operating effectiveness, and support business onboarding and education
• Build partnerships and influence across a highly matrixed organization while balancing operational rigor with business enablement

• Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
• Handle a high volume of customer inquiries
• Analyze problems and provide detailed, proactive solutions
• Use technology and software systems to accurately record customer interactions
• Demonstrate emotional intelligence and understanding to build positive customer and advisor relationships
• Stay updated on products, services, and industry regulations
• Provide accurate information supporting customers’ financial and health goals
• Collaborate with team members and other departments to resolve complex customer issues
• Seek support when required
• Translate problem-resolution scenarios into positive service experiences
• Strengthen John Hancock’s perception in the marketplace

Customer Service Representative

• Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
• Handle a high volume of customer inquiries
• Analyze problems and provide detailed, proactive solutions
• Use technology and software systems to record customer interactions accurately
• Demonstrate emotional intelligence and understanding to build positive customer and advisor relationships
• Stay updated on products, services, and industry regulations
• Provide accurate information and support customers’ financial and health goals
• Collaborate with team members and other departments to resolve complex customer issues
• Seek support when required
• Strengthen the perception of John Hancock in the marketplace

General

• Represent Manulife externally with existing and potential Mid-Market and Corporate clients, Advisor Firms, and Partners
• Work alongside Account Executives to support distribution partners and deliver value-added benefits and superior service
• Support acquisition of new business through finalist presentations, short-list presentations, implementation meetings, and ongoing meetings
• Serve as a liaison and subject-matter expert for internal partners acquiring new business
• Respond to benefit plan inquiries and resolve escalated and complex inquiries
• Resolve and negotiate service escalations to successful outcomes
• Initiate amendment requests and obtain outstanding requirements to meet deadlines and effective dates
• Collaborate with Customer Experience/Operations teams to share information and identify issues with online customers
• Facilitate meetings with Plan Advisors/Consultants, Plan Sponsors, and internal teams
• Undertake special projects and research assignments for client needs
• Build and maintain relationships with existing and potential partners
• Understand Group Benefits plan designs and advisor/consultant requirements
• Prepare, analyze, interpret, and generate client reports using web analytics and reporting tools
• Provide expertise on Manulife’s digital group benefits experience across web, mobile, and voice
• Support adoption of digital tools among plan members and report on digital uptake and usage
• Promote and sell products and services based on client needs and business objectives
• Identify client needs, support retention, and recommend plan design, service options, technology solutions, and administration needs
• Apply legislative and privacy guidelines in client meetings
• Deliver employee-group presentations for enrollment and Group Benefits introductions, in person or remotely
• Train and educate plan administrators on effective plan administration
• Lead customer workshops and training on product updates and new features
• Maintain regular direct contact with clients and advisors and proactively plan meetings
• Learn, present, and educate clients on new Group Benefits products, services, and legislative initiatives
• Create presentations using Seismic Tools
• Coach and support new Service Relationship Specialists through job shadowing and the buddy system
• Collaborate with Account Executives and other Service Relationship Specialists

Service Relationship Specialist

Manager

• Own end-to-end delivery of Group Benefits Operations low-code solutions using Microsoft Power Platform, from intake through implementation, adoption, and sustainability
• Provide delivery leadership and technical guidance to low-code developers and transformation practitioners
• Partner with IT, Product, Security, and Risk to ensure solutions are scalable, secure, and compliant
• Establish delivery standards, intake processes, prioritization practices, and governance for low-code initiatives
• Translate operational challenges into practical technology solutions with business partners
• Drive solution adoption and sustainability through change management and transition planning
• Ensure delivery outcomes are predictable, measurable, and aligned with business objectives
• Lead, coach, and develop a high-performing team
• Create a culture of accountability, collaboration, innovation, and continuous learning
• Set expectations for quality, delivery, and professional development
• Support talent planning, performance management, and succession development
• Lead transformation initiatives improving operational effectiveness, customer experience, and employee experience
• Apply continuous improvement and data-driven problem-solving techniques
• Monitor and report delivery outcomes, benefits realization, risks, dependencies, and portfolio health
• Drive delivery predictability through planning, governance, and performance reporting
• Influence stakeholders across Operations, Technology, and Business functions to align priorities and outcomes

Senior Business Analyst

Business Analyst

Senior Full Stack Data Governance Engineer

Marketing Manager – Private Markets

Associate Counsel – Advanced Planning

Customer Service Professional

Financial Sales Associate

Director, Technical Business Operations

Director, Total Company Expenses

Bilingual Administrative Coordinator

Director, Technical Business Operations

Customer Service Representative

Customer Service Representative

Service Relationship Specialist

Manager, Transformation Delivery