Join our Canadian Segment Operations Excellence Team!
Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce.
**Position Responsibilities:**
**Supporting 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.

Analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, performing business acceptance testing, and activities to ensure successful delivery of initiatives.

Recommend solution options and collaborate with business partners to ensure outcomes meet business expectations.

Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes.
**Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations.**
**Required Qualifications:**
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.**
**Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations.**
**Experience with a Contact Centre or Operations team is highly preferred.**
Strong problem-solving,



organizational, and analytical skills.

Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation.

Familiarity with Agentforce and general AI/automation concepts.
**Other technical skills:**
Proficiency in MS Office Suite including Word, Excel (advanced), Power

Point 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 setting of conflicting priorities.

Project a positive high-energy and establish harmonious working relationships with team members inside and outside of the business units.
**Preferred Qualifications:**
Bachelor's in Computer Science or Software Engineering or relevant College Diploma is desired
**Experience with a Contact Centre or Operations team is preferred.**
Past experience in large complex environment is desired
**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**
CAN, Nova Scotia, Halifax, 2727 Joseph Howe Drive
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$65,850.00 CAD - $109,750.00 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.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 Systems Analyst, Operations (Toronto)
🏢 Manulife
📍 Toronto