Investment Operations 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:

This role will be responsible in handling complex cases administering an end-to-end process for one or more Investment product line.
This includes making necessary trade corrections or adjustments to the client’s account; investigating and closing of escalated cases; generating and completing control reports to monitor day-to-day transactions and reconciling discrepancies as necessary.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Finance, Economics or any related course
• At least 2- 4 year/s relevant professional experience preferably in Investment/Wealth, Securities or similar industry BPO/Shared Service experience would be an asset due to our collaboration with multi-national teams
• Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) and must be willing to work on night shift schedule.

Minimum Skills to Hire/Must Haves:

• Proficient in MS Office Suite, Outlook and Teams Preferably with experience in Mainframe and/or Form based applications
• Core competencies
• Strong communication skills (verbal and written) in English
• Strong Attention to Detail
• Excellent analytical, research and problem-solving skills
• Extensive knowledge of Investment Products
• Solid interpersonal skills to interact with, and establish relationships with the Business Units.
• Makes decisions in the absence of rules and /or in complex situations
• Strong organizational and time management skills with the ability to be flexible to changing environments
• Ability to work independently and willing to collaborate with other team members

Transaction Processing:

• Accurately handle moderate to complex cases and trade reversal/adjustment utilizing multiple administrative systems within the defined service standard, including but not limited to:
• Regular transaction processing surrounding various requests within New Business and Inforce
• Identify Not-In-Good-Order and make necessary actions
• Manage and respond to inquiries from various internal and external stakeholders
• Research and handling of Adhoc tasks
• Identify the need for exception and escalate to appropriate resource for approval
• Keep current with Investment policies, procedures and maintain processing knowledge
• Provide support to the team as required, to participate in a regular program of industry specific training and interdepartmental cross training to ensure continuity of service

Escalation Management:

• Ownership of escalated cases and be able to work effectively with business partners and leaders to resolve issues

Project Management

• Identify gaps or errors in the knowledge databases and provide corrections to documentation, procedures etc.

Production Management Support

• Assist the production leader in prioritizing work queues and managing workload

Risk Management

• Assist in process audit walk-thrus and completion of Risk & Control Self-Assessment (RCSA)
• Assist in closing audit findings and Corrective Action Plans on exisitng Archer/Privacy Incidents

Training

• Able to assist associates, analyst in terms of process clarification, queries and primary analysis on escalation

Process Improvement

• Identify opportunities within own domain and make recommendations to improve operational processes and practices
• Assist in the process review and documentation