The Customer Reporting Business Analyst plays an important role in ensuring that customer statements and trade confirmations are accurate, timely, clear, and compliant with operational and regulatory requirements.

In this role, you will support the end-to-end statement production process by documenting requirements, validating statement content and composition, investigating issues, and collaborating with Operations and Technology teams throughout implementation.

Your work will help deliver reliable customer experience, reduce operational risk, and strengthen the processes and controls that support these important communications.

This is an opportunity to build deep business knowledge, influence meaningful change, and contribute to a collaborative team focused on quality and continuous improvement.
**Position Responsibilities:**
Lead business analysis activities related to semi-annual customer statement production, and trade confirm production including documenting business requirements and maintaining transparent supporting documentation.

Create and execute statement composition testing to validate customer information, required disclosures, calculations, formatting, business rules, and the overall presentation of statements.

Collaborate with business specialists to coordinate the printing and mailing of customer statements.

Actively contribute to new product initiatives by providing subject matter expertise, documenting distribution requirements, and conducting user acceptance testing.

Analyze customer statement processes, content, data, and production exceptions to identify gaps, risks, root causes, and opportunities to improve statement quality and delivery.

Develop and maintain detailed documentation for segregated fund statement content, calculation, composition, and distribution rules, as well as related process documents, test scenarios, and procedures.

Coach and train team members, share statement-related knowledge, and promote consistent execution of statement analysis, testing, and production activities.

Collaborate with Operations, Technology, Risk, Compliance, relevant projects, and other business partners to implement statement changes, resolve production issues, and strengthen controls and the customer statement experience.
**Required Qualifications:**
At least three years of experience in business analysis, operations, customer reporting, customer communications, data analysis, or a related role within financial services or another regulated environment.

At least two years of experience using Microsoft Excel to analyze, reconcile, and validate statement data and investigate issues.

Experience documenting statement content and distribution requirements, performing composition or user acceptance testing, and supporting statement implementation and production activities.

Experience preparing and presenting risk reviews, recommendations, workarounds, or approval requests to senior stakeholders.

Strong analytical skills, a high degree of accuracy,



and close attention to detail.

Excellent written and verbal communication skills, with the ability to explain complex information to technical and non-technical audiences.

Post-secondary education in business administration, finance, data analytics, information systems, or a related field, or equivalent relevant experience.
**Preferred Qualifications:**
Experience with semi-annual customer statements, statement composition, print and mail coordination, or other high-volume customer communications.

Knowledge of segregated funds, investment or insurance products, and financial services operations.

Experience supporting new product projects and providing subject matter expertise to business and technology teams.

Experience with statement composition platforms, print and mail workflows, data queries, or tools used to support customer statement production.

Experience coaching or training colleagues and creating detailed business or process documentation.

Bilingualism (English and French) is an asset.

If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
**_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.
#LI-HYBRID
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.

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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.

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Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
CAN, Ontario, Waterloo, 500 King Street North
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$59,100.00 CAD - $98,500.00 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.

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[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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📌 Customer Reporting Business Analyst (Waterloo)
🏢 Manulife
📍 Waterloo