At Manulife, we are dedicated to making decisions easier and lives better for our customers. As a Senior Operations Analyst, you will be an integral part of the Canadian Wealth division within Manulife Wealth Advisory Operations. This role involves collaborating with the Operations Manager to support Middle Office tasks and ensure operational effectiveness. You will engage with our back-office, advisors, and internal stakeholders to establish new and improve existing processes, ensuring optimal efficiency while adhering to all compliance and regulatory standards. We seek a proactive, motivated, and innovative problem solver who thrives in a dynamic and rapidly changing environment.

REQUIRED QUALIFICATIONS:

• Undergraduate education in Business Administration, Accounting, Finance, or Economics.
• 3+ years of professional experience in a client-facing financial institution, with an emphasis on process analysis, problem-solving, and process improvements.
• Comfortable with learning new technologies and working in a changing environment.
• Proven ability to collaborate across functions within an organization with diverse approaches and thinking styles.
• Ability to multi-task in a fast-paced, ever-changing environment with a sense of urgency.
• Exceptional attention to detail with the ability to analyze data meaningfully.
• Strong computer skills and expert proficiency in MS Office.
• Self-motivated, able to work independently with minimal supervision, and capable of making decisions based on developed skills and knowledge.
• Strong verbal and written communication skills, with the ability to present issues and trends to management and recommend solutions to improve and simplify business processes.
• Effective time management skills, capable of working well under pressure to meet tight deadlines.
• Ability to quickly comprehend business processes, identify risk implications, analyze complex situations, and make beneficial and practical recommendations.

KEY RESPONSIBILITIES:

• Develop Subject Matter Expert knowledge in Specialty Programs tasks.
• Provide internal and external audit support, including gathering information, diagnosing issues, and following action plans to mitigate risks.
• Reconcile and escalate issues between various systems.
• Troubleshoot production issues through discussions with end users and technical leads.
• Identify and present opportunities for improving quality, effectiveness, and efficiency in current processes and workflows.
• Create and maintain clear, concise, and up-to-date system/process documentation and end user training material.
• Enforce standard processes within the team.
• Participate in projects as a Subject Matter Expert.

ESSENTIAL RESPONSIBILITIES:

• Investigate and resolve complex issues.
• Recommend enhancements to improve operational efficiencies.
• Analyze data, communicate findings to management, and offer recommendations.
• Assist in problem resolution of complex issues.
• Contribute to the continuous improvement of business processes.
• Serve as an internal Subject Matter Expert for escalations, problem-solving, and consulting.
• Lead and/or liaise for departmental and cross-departmental projects.
• Perform internal testing, quality assurance, and other auditing functions to ensure the integrity of department processing and workflow.
• Collaborate with stakeholders to ensure the integrity of processing and workflow in support of Middle Office functions.
• Manage the document and procedure library to ensure accuracy and up-to-date information.
• Audit requests, controls, and risk management for Specialty Programs.
• Documentation and workflow management, including scheduling and adhering to review frequencies.
• Oversight of work completed in Salesforce, management of fee runs, and required signoffs.
• Handle escalations and provide advisor support.
• Identify process optimization and automation opportunities.