Business and Quality Analyst

4 days ago

Waterloo, Canada Manulife Full time

**_We are a _**_leading financial services provider committed to making decisions easier and lives better for our customers and _**_colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. _**_To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. _**

**Working Arrangement**

Hybrid

This role provides first line of defense, as part of Manulife Bank’s risk mitigation strategy, by performing post-processing transactional reviews for high dollar or complex functions. Additionally, they are accountable for providing feedback commentary to processors\leaders, monitoring for trends, and supplying question support and coaching to those on the team.

**Key Accountabilities (Allocate the percent of total working time spending on each accountability, which should add up to 100%)**

**Individual Accountabilities**:
For the below quality functions, it is expected that the incumbent will **share feedback **with individuals in a constructive, explanatory manner for purposes of correction and in the spirit of continuous improvement:
Perform **quality review at account setup stage, as well as just prior to funding for new business and specialized mortgage lending products (M1B and CAM) **. This requires the review of all incoming documentation and supporting lending underwriting documentation to ensure they comply with Manulife Bank’s policies and procedures. Documentation includes, Operating Agreement, ID Verification, Assignments, additional security documents, GSA, business declaration, all corporate document etc. along with instructions regarding exceptions and amount to be funded. Funding instructions, lending rate vs posted rate, and advisor of record details will also be verified. On account that have been executed by FCT, 100% review will be perform for accuracy of files and data (Title Insurers, insurance certificates and all relevant legal and security documents. (30%) Perform **quality review at account setup stage, as well as just prior to funding for new business and specialized lending products (IFA, CSV, BAL, ALOC/ALOC+, IRP, term loans and 3:1 loans) **This requires the review of all incoming documentation including loc and loan agreement, assignments, verification of ID, account ownership, signing officers, trust documentation, business declaration form and other corporate documents. In addition, it requires a full review of items entered on PPlus to ensure it matches what we received in paper (30%) Responses to all audit questions (SOX, E&Y, Internal) as well as pulling files for audit reviews

**Key Shared Accountabilities**:
Contribute to ongoing controls assessment by recognizing and reporting on error trends observed. (5%) With AML fraud mitigation in mind, alert leader to any abnormalities or red flags on transactions requiring further review. (5%) Identify and assist in implementing process efficiency improvements, or initiatives that would improve the customers’ experience (5%)

**Job Requirement**:

- University degree or College diploma
- Solid understanding of the documentation required for mortgage, loan, or new deposit account origination and our Policies\Controls.
- Solid understanding of credit and lending concepts
- Thorough understanding of loan insurance and the Bank’s underwriting guidelines for core insured lending programs offered by Business and Specialized Lending team
- Understanding of the account original processes, including unique arrangements across multiple distribution channels
- Solid knowledge of the business mortgage, loan and line of credit account products within the Manulife Bank portfolio.
- Knowledge regarding Anti Money Laundering (AML), FATCA, taxation, and Risk rating for specific categories and ability to recognize key red flags (and the additional due diligence expected in our processes for those).
- Expert knowledge of multiple systems such as AWD, PPlus, Deposit End to End, Loan End to End, Contact Logger and Agent Desktop
- .Bilingualism in both French and English is an asset

**Competencies**:

- Strong analytical and decision-making skills.
- Strong communication skills, both written and verbal with emphasis on ability to establish and maintain strong working relationships among the Quality team, and with other internal teams
- Ability to give feedback and coaching regarding outcome of quality review
- Ability to maintain confidentiality regarding staff quality performance, including staff whose leaders are engaging the quality team with special reviews for performance improvement plans
- Training skills and ability to adapt complex concepts to multiple audiences, using remote technology such as Skype for Business to share and reinforce procedures.
- Ability to quickly review and interpret

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