Intermediate Business Analyst

at  Manulife

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.

JOB DESCRIPTION

Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment Operations, such as Amazon Connect and Salesforce. The incumbent will be responsible for supporting the implementation of diverse initiatives as part of an agile squad. The Business Analyst will work in a customer-centric environment that ensures excellent service delivery for all internal and external clients.

• Fulfill the business analyst role as part of a high functioning agile squad on initiatives within the Service Experience Value Stream to identify and assess business impacts and risks, solve complex issues, provide recommendations on options, and help define end state of desired changes.
• Delivery of successful initiatives in a timely manner based on project objectives and success criteria.
• Identify and escalate key risks, issues and dependencies and provide potential options that algin with the overall project objective.
• Proactively engage with stakeholders and SMEs to identify and document business requirements through user stories and acceptance criteria.
• Work collaboratively with our IT partners through the analysis, development, testing & implementation phases.
• Execute user acceptance testing including preparation of test plans, execution of test cases, documentation of results and filing of defects.
• Provide input into internal and external communications and user documentation.
• Measure the success of changes implemented through key performance indicators (KPIs) and user feedback.
• Support and contribute to overall project & initiative deliverables.
• Apply business analysis best practices.
• Support implementations & system rollout periods.
• Look for ways to improve/ streamline the way we work and how we service our customers and stakeholders.