Bilingual Plan Design Quality Analyst

The Group Benefits (GB) Plan Design Quality Analyst is part of the Operations Integrity Quality team and plays a key role in ensuring accuracy, compliance, and consistency in new plan setups and plan amendments. This role focuses on quality assurance activities to ensure adherence to established processes, client service standards, regulatory requirements, and risk controls.

Position Responsibilities:

• Perform quality reviews of system configurations and documentation completed by Plan Design Installation Administrators.
• Communicate audit findings, trends, and recommendations to Plan Design teams and leadership.
• Identify recurring issues and improvement opportunities through data analysis and trend reporting.
• Stay informed of updates to policies, procedures, systems, and regulatory requirements.
• Initiate and support process improvements to align team capabilities with current and future business needs.
• Participate in calibration sessions to ensure consistency, accuracy, and alignment across quality reviews.
• Provide post‑training and nesting support to new Quality Analysts, including peer audits, auditor reviews, question support, root cause analysis, and trend analysis.
• Support rework investigations and contribute to initiatives aimed at reducing errors and rework rates.
• Support SOX, SOC, Key Risk Reviews, and internal or external audit activities as required.

This job description does not represent a comprehensive listing of all duties. Responsibilities may be adjusted or additional tasks assigned based on business needs.

Required Qualifications:

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Strong proficiency with Group Benefits applications, processes, and operational workflows.
• Working knowledge of Group Benefits systems, including but not limited to: (V3, ManuConnect (Traditional and AdminAdvantage), Clients II. ESC. Documents, CPM)
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

Preferred Qualifications:

• Previous experience in Plan Design or Plan Installation (an asset).
• Strong analytical, technical, organizational, and problem‑solving skills.
• High level of accuracy, attention to detail, and sound judgment.
• Ability to prioritize workload and act with urgency when required.
• Self‑motivated, self‑directed, and able to work with minimal supervision.
• Strong communication and negotiation skills, with tact and professionalism (written and verbal).
• Adaptability to change, eagerness to learn, and willingness to challenge the status quo.
• Proven time management and organizational skills.
• Demonstrated ability to understand, assess, and mitigate operational and compliance risk.

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.

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This posting supports an ongoing hiring initiative for existing and/or future vacancies.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

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.