Production Support Analyst with iFast Expertise

2 weeks ago


Waterloo, Ontario, Canada Manulife Insurance Malaysia Full time

Job Overview:

We are seeking a Production Support Analyst to join our GWAM Operations Project and Production Support team at Manulife Insurance Malaysia.

Key Responsibilities:

The successful candidate will be responsible for providing day-to-day support for issues affecting the iFast system, liaising with both IT and business stakeholders on effective issue resolution, communicating effectively and regularly to a varied audience of peers and stakeholders on issues and changes affecting processes that reside on iFast, owning and maintaining the intake model for all issues, incidents, system access, and changes and enhancements, leveraging analytical and critical thinking skills to ask questions, understand business drivers and needs, influence and bring orders to resolve escalated issues, mitigate customer and business impact, coordinate our response, representing MMF Operations in System Releases, including development of the test plans, UAT and production releases' testing, and owning the workflow process and roles and responsibilities of the team.

Project Support Responsibilities:

The successful candidate will also be responsible for representing the Production Support team and GWAM Operations in the impact assessment work, recommending risk mitigation measures, acting as a SME for system-to-business interaction, participating in iFast testing, and supporting NextGen initiatives in a capacity that is required for business support.

Required Qualifications:

The ideal candidate will have a University degree in Finance, Accounting or MIS and a minimum of 5-7 years of relevant experience, experience with technology and the ability to translate technical information into plain business language, skills in creating business reports, self-driven, strong team player, able to work with minimal supervision and assume responsibility independently, talent to collaborate and negotiate with various stakeholders, maintain composure, and bring best-self during challenging times and interactions, thrive in competing priorities, make it happen, own it, and find solutions, focus on the customer, advocate for their needs first, consider operational risks and ensure effective controls are in place, resilient and adaptable to change, learn fast, pick up innovative ideas, concepts, technologies, and tools easily, and dedicated to continuous improvement, including digitization and innovation.

Preferred Qualifications:

The preferred candidate will have knowledge of GWAM Operations including iFast, knowledge of the fund life cycle and fund operations, strong knowledge of financial services operations and/or systems, Excel, Crystal, MS Power Platform, or MS PowerBI, familiarity with agile approach, working knowledge of Jira, related experience in functioning as a subject matter expert, knowledge of Business Process Mapping and Notation and MS Visio, and bilingualism, written and spoken.

Compensation and Benefits:

The estimated salary range for this position is RM 120,000 - RM 180,000 per annum, plus additional benefits such as medical insurance, retirement plan, and flexible work arrangements.



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