Operations Analyst

1 week ago

Halifax, 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

**The Opportunity**

The Workflow Analyst will be responsible for long-term forecasting, resource planning, analytics, providing proactive recommendations on workflow trends and day-to-day work queue management. The ability for our team to meet service level targets is critical to our success. To do so, we need accurate and timely operational forecasts (factoring in volume, capacity, standard processing time, etc).

The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a 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.

**Responsibilities**
- Sytematically manage daily queue workflow by assessing volumes, workforce capacity and skills, and assigning people to work tasks accordingly across multiple teams and locations
- Create, manage and deliver accurate short and long-term forecasts across AdminAdvantage operational area by collecting and analyzing historical information from a variety of sources
- Predict volume and standard processing time at multiple levels of granularity
- Report on daily performance, including incoming & processed volumes and service levels
- Drive the forecast process by engaging internal teams to identify variances (volume drivers, abnormalities, project impacts etc.) and providing appropriate recommendations based on analysis
- Identify risks, opportunities and provide recommendations to improve processes that boost operational efficiency such as client specific trends and process gaps
- Design and maintain capacity analytics and statistics
- Support adjustments and maintenance of long-term forecast processes
- Execute on regular service level reporting for internal & external stakeholders
- Provide ongoing recommendations for automation of administration tasks

**What motivates you?**
- You have a proven track record of delivering on service commitments
- You are naturally curious and will dig to find answers
- You are extremely comfortable with data - you use it to make recommendations and decisions everyday
- You care about commitments to the customer and will go above & beyond
- You are an excellent communicator - you can clearly articulate concepts & use data to demonstrate to various levels across the organization
- You are dedicated to continuous improvement, particularly when it comes to digitization, innovation, and automation.
- You strive to delight customers, their needs, and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same.
- You are aware of risks, and take actions to mitigate them
- You’re comfortable driving solution progress forward - even when you don’t have all the answers yet.

**What we are looking for**
- 5+ years experience in an operational business with 2+ years of experience in managing workflow and/or capacity planning.
- College degree or equivalent work experience.
- 3-5 years insurance industry experience preferred
- You’re very comfortable with Excel & Power BI.
- Experience with SQL, power apps & power automate. Ability to pick up new ideas, concepts, technologies, and tools easily.
- Resiliency and adaptability when change occurs; ability to lead others through change.
- Successful experience producing reporting to support business needs
- Comprehensive knowledge of group benefits, the AdminAdvantage product offering and/or outsourced benefits is an asset.
- Proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions.

**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 culture: We lead with our Values every day and bring them to life together.
- Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
- Continuous innovation: We invite you

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