Manulife

IT Support

• Act as the Plan Administrator for large clients with complex plans
• Manage the day-to-day administration of assigned policies
• Process member-related eligibility requests daily
• Manage the client inbox items submitted by the employers
• Administer all member eligibility processes in accordance with the client specific Admin guide
• Provide accurate and thorough answers to client requests and questions
• Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues

Benefit Administrator

Bilingual

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Bilingual Specialist, Contract Services

Human Resources

• Facilitate completion of new and updates to existing Risk and Controls Self-Assessments (RCSA) for HR processes.
• Collaborate with HR teams and process owners to ensure accurate documentation of risks, controls, and corrective actions.
• Work with project teams to complete Privacy Impact Assessments (PIA) for initiatives impacting personal information.
• Complete Material Change Triage templates and maintain inventory and metrics related to the Change Standard.
• Ensure HR business continuity plans are compliant with organizational and regulatory requirements.
• Maintain accurate records and provide reporting on compliance metrics and risk mitigation progress.
• Support the execution of the HR RCSA methodology by coordinating and documenting key control walk-throughs, facilitating independent testing where required, and supporting the maintenance of evidence of control design and effectiveness.
• Provide support for the PeopleComms teams and global compliance and risk management programs.

Manager, HR Risk & Compliance

Business Analyst

• Interprets and documents business, technical and functional requirements
• Research and documents issues involving workflow procedures and processes
• Analyzes data and develops creative solutions
• Coordinates recommended process changes, improvements, and product implementations, including test plans to ensure successful implementation
• Collaborates with Engineering and Architecture teams to create detailed system maps
• Translates business and user requirements into Epics, Features, and User Stories
• Facilitates design sessions with the project implementation team
• Resolves acceptance testing framework and standards to assess completed projects
• Assists in translating User stories into test conditions
• Conducts review sessions to gain approval of requirements
• Collaborates with development teams to facilitate effective implementation of system improvements
• Plans, implements, and analyzes tests to evaluate the impact of changes or new features
• Prepares reports and presentations to communicate insights, findings, and recommendations
• Conducts regular evaluations to assess product performance against goals and benchmarks

IT Business Analyst

Director

• Drive the evolution of the VOC and CX Insights craft
• Support an evolving Journey Management practice
• Enrich research methodology grounded in measurable outcomes
• Champion and drive adoption of AI in research processes
• Codify standards for research, quantitative analysis
• Coach and grow CX researchers and analysts
• Translate research into actionable strategies
• Collaborate with cross-functional leaders

Director, VOC and CX Insights

AI Engineer

• Helps translate business and functional requirements into documented technical specifications or user stories.
• Collaborate with business stakeholders to identify automation opportunities and translate them into AI-driven solutions.
• Designs, develops, tests, delivers, maintains, and improves AI-driven applications as a member of a team, working across full-stack through the entire software development lifecycle.
• Design and build intuitive user interfaces, robust APIs, and scalable server-side logic.
• Apply disciplined coding practices to enable agility and delivery of high-quality code.
• Implement design patterns, automation tools, and semantic versioning where and when available.
• Perform technical 'spikes' to explore and mitigate risks associated with AI technologies.
• Troubleshoot and optimize AI models and algorithms for performance and accuracy.
• Document deployment guides, maintenance plans, support materials, and business reports.
• Deliver high-quality, scalable AI solutions integrated with API and enterprise platforms (e.g SharePoint, M365, Azure, ServiceNow, Salesforce, WD, etc).
• Ensure responsible AI practices, including transparency, fairness, and compliance.
• Monitor and maintain deployed agents, ensuring performance, reliability, and scalability.

Analyst

• Manage day-to-day administration of Manulife’s Canadian pension plans and other savings plans for active colleagues and retirees
• Coordinate with outsourced pension administration vendors to ensure data accuracy and proper administration of pension plans
• Act as a subject matter expert on pension policies, plan rules, and legislative compliance
• Serve as program manager for designated plans and vendors
• Support automation initiatives to improve efficiency and enhance service delivery
• Conduct data analysis to identify issues, determine root causes, and recommend solutions
• Manage participant escalations and collaborate with internal stakeholders to resolve issues
• Coordinate with Payroll and vendors to complete time-sensitive pension activities
• Partner with IT to manage systems and related pension processes
• Provide guidance and support to employees and retirees regarding pension entitlements and options
• Manage and/or perform ad-hoc retirement projects for the Global Total Rewards team as necessary

Senior Pension Analyst

Client Services Representative

• providing leadership, motivation and support to a team of Member Administrators
• overseeing offshore operations to ensure established objectives are achieved
• acting as the point of contact for escalated requests
• identifying client needs, issues and perceptions and developing action plans
• coordinating service in partnership with BPS
• supporting the financial contribution of GB Member Administration
• participating directly in continuous improvement projects

Manager, Client Services

Manager

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Senior Manager, Audit and Advisory Services

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Associate Manager, Audit and Advisory Services

• Execute audit and advisory assignments in accordance with department and IIA standards and target dates.
• Reporting any scheduling or budget overruns to Senior Manager or Director.
• Develop an adequate understanding of the risks being handled by the unit being assessed to evaluate controls in place to mitigate these risks.
• Assist in audit planning, driving engagements to deliver on the audit plan and assist audit leads in reporting.
• Prepare meaningful, concise, and well-articulated audit working papers, findings and recommendations.
• Manage and communicate expectations regarding work deadlines and deliverables.
• Apply analytical skills and be open-minded to explore different ways to audit, embracing and using data analytics to enhance audit coverage.
• Actively follow up on open issues with management, maintain open communication and lead the remediation testing of issues.
• Lead various SOX processes, facilitate SOX planning, and provide oversight during walkthrough and testing phases.
• Build and maintain positive relationships with management.
• Lead, coach and mentor junior staff assisting on projects.

• Develop and maintain daily claims forecasts using multi-day work item methodologies, including backlog inventory and service level projections
• Lead daily service calls to align stakeholders on performance metrics, expected volumes, and operational priorities
• Maintain and validate centralized hiring plans to ensure headcount accuracy for workforce forecasting
• Provide insights and recommendations to optimize work distribution and improve service outcomes
• Support digital enablement initiatives by leveraging Power BI for performance dashboards and predictive analytics
• Collaborate with cross-functional teams to ensure workforce strategies align with business objectives

Workforce Management Analyst

Underwriter

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General Director, Life Underwriting

Financial Planning and Analysis

• Oversee financial responsibilities related to compensation, expense management, reporting, and sales management
• Handle compensation processes and prepare monthly statements
• Verify invoices and manage expense reports
• Create performance and bonus reports and compile production reports
• Address data discrepancies and ensure accuracy of the database
• Manage expense activities including accounting, reconciliations, reporting, budgeting, analysis, and customer support
• Validate invoices and update accrual data
• Analyze financial results, identify anomalies, and provide commentary on key focus areas
• Administer compensation and sales incentive programs
• Prepare and distribute monthly compensation statements, resolving issues and ensuring accuracy
• Generate and maintain performance and bonus reports, identify reporting needs, and implement data management efficiencies
• Ensure data integrity by reviewing, reconciling, and addressing discrepancies across financial systems and interfaces
• Contribute to operational improvements, complete industry surveys, and manage priorities and projects based on evolving business needs.

Senior Financial & Compensation Specialist

• Lead the design, delivery, and optimization of service and sales enablement platforms
• Ensure top-tier support, training, and engagement tools are in place
• Align clients with wholesaler support models
• Track certifications and ongoing CE requirements
• Translate sales strategies into impactful playbooks
• Partner with Behavioral Insurance team to support events
• Collaborate with IT and New Business teams
• Advance producer awards and offerings
• Deliver white-glove service across the network
• Partner with sales and people leaders to align support models
• Deploy and integrate enablement technologies
• Design and deliver exclusive training programs
• Help to define and manage the reward platform

Benefit Administrator

Bilingual Specialist, Contract Services

Manager, HR Risk & Compliance

IT Business Analyst

Director, VOC and CX Insights

AI Engineer

Senior Pension Analyst

Manager, Client Services

Senior Manager, Audit and Advisory Services

Associate Manager, Audit and Advisory Services

Associate Manager, Audit and Advisory Services

Workforce Management Analyst

General Director, Life Underwriting

Senior Financial & Compensation Specialist

Director, Advisor Experience