Lead Business Systems Analyst

3 weeks ago

Halifax, Nova Scotia, Canada Manulife Full time

Position Overview

Become a vital member of our Canadian Segment Technology Team. This team spearheads projects aimed at integrating and enhancing innovative technologies across various Canadian Segment divisions, including platforms like Amazon Connect and Salesforce.

Your Contributions:

  • Facilitate the execution of a variety of projects as part of a Salesforce agile team.
  • Operate within a client-focused environment to ensure exceptional service delivery for all stakeholders.
  • Conduct analysis, document user narratives and acceptance criteria, troubleshoot issues, perform business acceptance testing, and engage in activities that ensure the successful rollout of projects.
  • Propose solutions to address challenges and collaborate with business stakeholders to ensure that implemented solutions align with business objectives.
  • Identify and evaluate business impacts and risks, address issues, provide recommendations, and assist in defining the desired outcomes of changes.

Required Experience and Skills:

  • Design and implement performance measurement frameworks.
  • Conduct business analysis of functional requirements to pinpoint information, procedures, and decision-making flows.
  • Create high-quality documentation, including business processes, controls, feasibility studies, and impact assessments.
  • Lead productive meetings to comprehend business drivers, streamline existing processes, present findings, and facilitate decision-making.
  • Critically assess information gathered from diverse sources, reconcile discrepancies, and communicate insights to collaborators.
  • Define and analyze operational challenges, identify risks, and recommend solutions based on data-driven evaluations.
  • Evaluate the effects of system/process modifications on upstream and downstream processes.
  • Deliver clear and effective presentations to convey and clarify concepts to varied audiences.
  • Support ad-hoc analyses to identify root causes of issues and resolve them efficiently.
  • Work closely with IT partners throughout the analysis, development, testing, and implementation phases.
  • Measure the effectiveness of changes implemented through key performance indicators (KPIs) and user feedback.
  • Provide mentorship and development support for junior and intermediate business analysts.
  • Seek opportunities to enhance and streamline work processes and customer service.

Qualifications:

  • 5+ years of experience in business analysis, business systems analysis, or technical analyst roles.
  • Experience with Salesforce Service Cloud is essential.
  • Experience in a Contact Centre or Operations team is preferred.
  • Strong analytical, organizational, and problem-solving skills.
  • Able to rapidly grasp complex concepts, processes, systems, and technologies through self-directed learning.

Technical Skills:

  • Proficiency in MS Office Suite, including advanced Excel, Word, PowerPoint, and Visio/Power BI or other analytical tools.
  • Knowledge of AWS is advantageous.
  • Solid understanding of project management methodologies.
  • Skills in process modeling and analysis, including information gathering, gap analysis, and root cause analysis.
  • Comprehensive knowledge and experience in testing, including the creation and execution of test plans.
  • Experience in delivering projects that involve system implementation.

Key Attributes:

  • Commitment to continuous learning and openness to change and improvement.
  • Strong collaborator capable of supporting teams across various projects and initiatives.
  • Sound business judgment with the adaptability to manage shifting priorities effectively.
  • Comfortable navigating ambiguity, able to determine a course of action in conflicting priority situations.
  • Exude a positive, high-energy demeanor and foster harmonious working relationships with team members and external partners.

What We Offer:

  • A competitive salary and comprehensive benefits package.
  • A growth trajectory that encourages you to pursue your passions and acquire new skills.
  • A focus on advancing your career path with us.
  • Flexible work policies that promote a strong work-life balance.
  • Opportunities for professional development and leadership growth.

Our Commitment:

Values-Driven Culture: We prioritize our values daily and work together to embody them.

Endless Opportunities: We create pathways for learning and growth at every stage of your career.

Continuous Innovation: We invite you to help shape the future of financial services.

Championing Diversity, Equity, and Inclusion: We cultivate an inclusive workplace where everyone can thrive.

Corporate Citizenship: We build a business that benefits all stakeholders and positively impacts society and the environment.

About Manulife and John Hancock

Manulife Financial Corporation is a prominent international financial services organization dedicated to simplifying decision-making and enhancing lives. With a global headquarters in Toronto, Canada, we operate as Manulife in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We offer financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. At the end of 2022, we employed over 40,000 individuals, had more than 116,000 agents, and collaborated with thousands of distribution partners, serving over 34 million customers. Our assets under management and administration totaled $1.3 trillion (US$1.0 trillion) at the end of 2022.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace diversity. We strive to attract, develop, and retain a workforce that reflects the diversity of our customers and fosters an inclusive work environment that values the strength of various cultures and individuals. We are committed to fair recruitment, advancement, and compensation practices without discrimination.

We prioritize providing equal access to employment. Human Resources will collaborate with applicants requesting accommodations during the application process. All information shared during the accommodation request process will be handled in accordance with applicable laws and company policies.

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