The Business Analyst is a key team member who will work on business and technology initiatives to identify, document, and analyze business and technical requirements, and provide solutions related to payments processing, real-time money movement, and digital customer experiences. This role supports initiatives including real-time payments (RTR/Real-Time Rails), Interac, debit/credit networks, exchange networks, and modern money movement platforms, as well as the implementation of new technologies and product enhancements across mobile and digital channels.

The Business

Analyst will work under the guidance of the Product Owner and collaborate closely with engineering, product, and business teams to deliver scalable, customer-centric payment solutions.

Position Responsibilities

Process and System Analysis (50%) - Clarify and translate business requirements into detailed system functionality with a focus on payments and money movement capabilities.

- Analyze and document end-to-end payment flows, including:
- Real-Time Rails (RTR) - Interac and domestic payment networks - Credit/debit transaction flows - Cross-border/exchange network integrations - Review and analyze APIs supporting payment systems (endpoints, parameters, authentication, error handling).
- Document API usage and recommend integration approaches for payment gateways and processing platforms.
- Develop process maps and workflows illustrating end-to-end payment journeys, including API interaction points.
- Create detailed data mapping documents for transaction data, settlement flows, and reconciliation processes.
- Use tools such as Bruno/Postman to test APIs, validate responses, and document payment-related error scenarios.
- Perform incident investigations using SQL to troubleshoot payment failures, delays, or reconciliation issues.
- Support operational teams by identifying and resolving payment and transaction-related inquiries.
- Develop documentation for new processes, system enhancements, and payment features.
- Build and maintain HTML email templates supporting digital onboarding and payment-related customer communications. Communication (20%) - Provide effective communication across:
- Technology - Product - Operations - Sales - Distribution - Marketing - Translate complex technical and payment system concepts into explicit, business-friendly language.
- Partner with stakeholders to improve customer experience (UX/UI) in digital payment journeys. Collaboration with Business and Technical Partners (30%) - Conduct discovery sessions with business and technical stakeholders to define payment system requirements.
- Support delivery of digital and mobile payment features,



ensuring alignment with backend payment infrastructure.
- Assist with user acceptance testing (UAT) for payment flows and system enhancements.
- Work closely with engineering teams to validate integration with core payment systems and underlying platforms.
- Ensure solutions are aligned with business objectives, compliance, and scalability requirements.
- Contribute to initiatives involving modernization of legacy payment systems.

Required Qualification

- University degree or equivalent business experience.
- More than 5 years as a Business Analyst in a technology-driven or payments-focused environment.
- Ability to handle multiple demands and competing priorities.
- Knowledge and understanding of project management methodology and workflow design.
- Ability to convey information clearly and effectively through both verbal and written communication.
- Good organization, problem-solving skills, and analytical ability.
- Ability to work independently or as part of a team, as the situation dictates.
- Proven experience as an IT Business Analyst or similar role in a technology-driven environment.
- Robust skills in requirements gathering, scope definition, and translating business needs into technical specifications.
- Experience analyzing APIs, including understanding endpoints, parameters, and error handling.
- Ability to create process maps, workflows, and detailed data mapping documents.
- Familiarity with API testing tools such as Bruno, Postman, or similar.
- Proficiency in SQL for production investigation and root cause analysis.
- Solid written and verbal communication skills to explain technical details to non-technical audiences.
- Basic knowledge of HTML and ability to build or edit email templates.

When you join our team:

- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see. The role being advertised is an existing vacancy. Acerca de Manulife y John Hancock Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.



Para obtener más información acerca de nosotros, visite http://www.manulife.com . Manulife es un empleador que ofrece igualdad de oportunidades En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [email protected] .

Referenced Salary Location

Toronto, Ontario Modalidades de Trabajo Híbrido Salary range is expected to be between $62,850.00 CAD - $104,750.00 CAD Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [email protected] para conocer el rango salarial correspondiente a tu ubicación.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Business Analyst - Manulife Bank (London)
🏢 Manulife
📍 London