Senior Business Analyst

4 weeks ago

Waterloo, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time
Job Description

As a Senior Business Analyst on our Canadian Segment Technology Team, you will play a key role in leading initiatives that implement and enhance new technologies across Canadian Segment teams.

Key Responsibilities
  • Support the implementation of diverse initiatives as a part of a Salesforce agile squad.
  • Work in a customer-centric environment that ensures excellent service delivery for all internal and external clients.
  • Analyze, document user stories & acceptance criteria, investigate, and resolve issues, perform business acceptance testing, and activities to ensure successful delivery of initiatives.
  • Recommend options to help resolve solution and work with business partners to ensure the implemented solutions will meet business expectations.
  • Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes.
Requirements
  • Developing and implementing performance measurement frameworks.
  • Performing business analysis of functional requirements to identify information, procedures, and decision flows.
  • Produce quality documents including business processes and controls, feasibility, and impact analysis.
  • Lead effective meetings to understand business drivers, rationalize existing processes, present findings, and facilitate decision making.
  • Critically evaluate information gathered from various sources and reconcile concerns, communicate information to collaborators.
  • Define and analyze operational problems, identify risks, and recommend options based on data-driven assessments.
  • Assess impacts of system/process changes to upstream and downstream processes.
  • Build and deliver concise and effective presentations to communicate and clarify ideas to diverse audiences.
  • Support ad-hoc analysis to determine root cause of issues and resolve issues in a timely manner.
  • Work closely with our IT partners through the analysis, development, testing & implementation phases.
  • Measure the success of changes implemented through key performance indicators (KPIs) and user feedback.
  • Provide coaching and development support for associate and intermediate business analysts.
  • Look for ways to improve/ streamline the way we work and how we service our customers and partners.
Qualifications
  • 5+ years of experience in business analysis, business system analysis, technical analyst roles.
  • Experience working with Salesforce Service Cloud is required.
  • Experience with a Contact Centre or Operations team preferred.
  • Strong problem-solving, organizational, and analytical skills.
  • Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation.
Other Technical Skills
  • Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/ Power BI or other analytics programs.
  • AWS is an asset.
  • Good understanding of project management practices.
  • Process modeling and analysis skills including but not limited to information gathering, gap analysis between current and future state along with root cause analysis.
  • Thorough knowledge and experience with testing including creation of test plan and execution.
  • Experience delivering projects involving system implementation.
Attributes
  • Capacity for constant learning, remaining open to change and continuous improvement.
  • Strong collaborator and ability to support teams in different projects/initiatives as required.
  • Good business judgment with the ability to juggle changing priorities to meet obligations.
  • Comfortable with ambiguity; able to establish course of action in environment of conflicting priorities.
  • Project a positive high-energy and establish harmonious working relationships with team members inside and outside of the business units.
What We Offer
  • 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

We lead with our Values every day and bring them to life together.

We create opportunities to learn and grow at every stage of your career.

We invite you to help redefine the future of financial services.

We foster an inclusive workplace where everyone thrives.

We build a business that benefits all stakeholders and has a positive social and environmental impact.

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