Titles Quality Analyst

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

**Job Description
The Manulife Bermuda business provides life insurance for high-net-worth clients in international markets. Our clients and firms demand high touch service, with fast turnaround times, and customized processes to meet the needs of stakeholders. The Titles Quality Analyst is primarily responsible for ensuring all requirements and processing is being done in accordance with the business unit policies and procedures and aligned with current regulatory standards. This role will report to the Titles Manager, International Operations.

**Primary Responsibilities**:

- Coach team members in handling policies and procedures related to both New Business and Inforce titles processing.
- Build and nurture a positive work environment within the team.
- Stay updated with procedural documentation and changes within operations, ensuring adherence to recent guidance and regulations.
- Perform intraday reporting to ensure timely resolution of all quality issues before defined Service Level Agreements (SLAs).
- Provide monthly reporting to management, showcasing quality metrics and ensuring documented controls in the quality program are achieved and surpassed.
- Offer coaching, feedback, and cross-training to staff members within titles operations.
- Report any processing trends to the management team for strategic decision-making.
- Propose continuous improvement of business processes to enhance client experience and processing times.
- Work on projects as assigned by management, demonstrating adaptability and project management skills.
- Take responsibility for the content of Quality Control (QC) checklists for both new business and Inforce titles.
- Assist with processing titles work when directed by management.

**Qualifications/Skills**:

- Proven experience in KYC/AML onboarding and on-going monitoring processing and quality assurance.
- Strong understanding of policies, procedures, and regulatory requirements.
- Excellent coaching, communication, and interpersonal skills.
- Ability to adapt to changes and work efficiently in a fast-paced environment.
- Analytical mindset with a focus on continuous improvement.
- Service oriented individuals
- Strong understanding of FATCA AML/ATF and CRS policies and regulations
- Ability to understand complex policy ownership structures
- Ability to pivot and be flexible in the day-to-day
- Complex problem-solving skills
- Detailed oriented and well organized

**Experience/Education**:

- Bachelor’s Degree preferable in a business-related field
- Previous life insurance industry knowledge would be beneficial Minimum of 3 years processing experience in a financial services environment, including conducting client risk assessments
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**What motivates you?**
- You obsess about customers, listen, engage, and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**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
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**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the T