Operations Support Analyst

Get AI-powered advice on this job and more exclusive features. The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services. AdminAdvantage Administration is looking for an Operations Support Analyst to join our team. As a member you will coordinate AdminAdvantage Workflows, work with individuals globally to ensure smooth, consistent and on‑time completion of client requests. Our clients trust the administration of their group benefits and you will be part of a team that delivers outstanding results to those clients and our members. Position Responsibilities Coordinate completion of client requests within the expected turnaround time, utilizing resources from multiple locations and time zones. Identify and report business risks to the leadership team, including training opportunities and utilization of tools and methodologies to meet service level agreements and turnaround standards. Review previous day’s performance and adjust assigned work as necessary, allocating work based on personal queues and priorities. Provide daily reporting highlighting outstanding transactions, recommending tactics to maintain expected levels of service for each client. Work with leaders on gap identification and volume trend analysis. Compile service level reports for distribution to internal stakeholders. Support onboarding of new clients, including keeping client profiles updated. Manage the client shared inboxes, including implementation, decommissioning and access requirements. Research and analyze issues, understand root cause, correct the issue and suggest preventive measures for future occurrences. Take ownership for troubleshooting AWD issues, engaging support as required. Update all tasks in the project management tool daily and accurately. Required Qualifications At least 3 years of experience in customer service, with a clear track record of delivering excellent service in a fast‑paced, professional environment. Excellent knowledge of Microsoft applications and communication tools. Preferred Qualifications Proficiency in Microsoft Excel, including data analysis using pivot tables, VLOOKUP, formulas, and generating detailed reports; familiarity with SQL and data visualization tools is a plus. Commitment to continuous learning and personal development. Customer‑centric mindset, putting customers at the center of every decision. Strong communication skills to convey complex ideas clearly. Rapid learning ability; picks up new concepts, technologies, and tools easily. Approachable style that builds relationships across teams and geographies. Accountability, initiative, ownership in all tasks. Adaptability to change and embrace new processes. Strong prioritization and organizational skills, managing competing priorities efficiently. Innovative problem‑solving using sound judgment to drive results and solve customer problems. Proactive improvement mindset, always seeking better ways for the team or organization. Ability to build successful relationships with coworkers locally and globally. When You Join Our Team We’ll empower you to learn and grow your career. We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than words. As part of our global team, we’ll support you in shaping the future you want to see. About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Equal Opportunity Employer At Manulife/John Hancock, we embrace diversity. We strive to attract, develop, and retain a workforce as diverse as the customers we serve and foster an inclusive work environment. We are committed to fair recruitment, retention, advancement, and compensation, and administer all practices without discrimination. We provide equal access to employment and reasonable accommodations. Contact recruitment@manulife.com for accommodations. Job Details Salary range: 58,275.00 CAD – 97,125.00 CAD (variable based on location and experience) Location: Montreal, Quebec Working arrangement: Hybrid Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology; Industry: Insurance #J-18808-Ljbffr