Lead Analyst, Retirement Operations

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The opportunity**

Reporting to the Director, Customer Success, the Lead Analyst, N.A. Retirement Operations, will take the lead on the US and Canada Retirement Inner Loop Program. This entails managing the process and information flow from NPS survey results through root cause analysis and making things right for the customer. The incumbent will be responsible to harvest insights as part of that process, identify opportunities for improvement, and participate in the resulting action plans that stem from prioritized solutions. The Lead Analyst will collaborate with stakeholders throughout Retirement Operations and business partners to deliver incremental value back to the business.

**Key Accountabilities**:

- Responsible for goal
- and objective-setting and the ongoing coaching and development of Resolution Specialists
- Fulfill development plans of direct reports, including training, expectation setting, and ongoing conversations to support achievement
- Oversee the cross analysis and overall operation of US and Canada Retirement Inner Loop Program
- Uncover and support cross-Business Unit themes and insights aggregated by the resolution specialists
- Prepares high impact presentations capturing the voice of the customer and the voice of the employee
- Deliver presentations about insights gathered, root causes analysis completed, and opportunities for improvement
- Work through Resolution Specialists and Operations Analyst to identify, quantify, and qualify pain points in the business
- Actively attend Customer Service Professional (CSP) huddles and oversee the insight capture process resulting from these meetings
- Lead/present Inner Loop metrics in management meetings and Town Halls
- Create sustainable & efficient procedures & documentation specific to the Inner Loop team
- Leading thematic huddles as part of the Net Promoter System
- Act as point of escalation to Resolution Specialists for complex case resolution

**Skills Requirements & Key Competencies**
- Experience supervising staff
- Strong organizational skills required
- Strong communication (written, verbal, presentation) skills required
- Ability to generate insights from unstructured data and information
- Ability to leverage knowledge translation & exchange best practices
- Experience working in a team-oriented, collaborative environment.
- Ability to analyze & evaluate customer experience while weighing risks and impacts to business outcomes and financials.
- Ability to motivate & influence peers, business partners & stakeholders.
- Experience creating and/or synthesizing data and reports for multiple audiences
- Superior analytical and diagnostic skills
- Excellent initiative and ability to commit to a course of action
- Excellent interpersonal skills and strength in facilitating and presenting in large group settings and with senior leaders
- Curiosity and willingness to learn
- Strong planning and collaboration skills

**Technical Job Requirement**
- Medallia/Confirmit knowledge or similar survey capture systems is an asset
- North America Retirement business knowledge, an asset
- Strong Power Point, Excel, Business case creation skills, are assets
- Knowledge of the Net Promoter System, an asset

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer