Group Benefits Plan Design Quality Senior Analyst

The GB Plan Design Quality Senior Analyst ensures adherence of client transaction and services to all defined processes and client service standards and requirements.

Position Responsibilities:

• Conducts full quality review on the logs and tasks completed by the Plan Design installation administrators and communicates findings that management and team can understand.

• Identify areas of improvement in installation administrators’ performance through trending and analysis.

• Communicate performance and behavioral expectations to Operational Leaders and provide ongoing feedback against performance expectations.

• Inform the team of changes in policies and processes.

• Initiate process improvements to effectively align team’s capabilities with current and future need.

• Conduct calibration sessions to ensure uniformity of understanding.

• Recommend and facilitate training programs necessary to drive performance improvement and to new Quality Analyst.

• Provide post-training/nesting support to new QA’s such as, but not limited to – auditor’s review, peer audit, question support, root cause and trending analysis.

• Assist Team Leader on rework investigation and help in formulating ideas/initiatives to reduce rework.

• Support SOX, SOC audit activities where required

Required Qualifications:

• Knowledge in MS Office Applications (Word, Excel, PowerPoint)

• Strong technical, analytical, organizational, and problem-solving skills

• High level of accuracy, attention to detail and ability to exercise flexibility and judgement.

• Must know how to conduct root cause analysis for error trending report.

Include but are not be limited to:

• Open internally to GB Plan Design Teams only

• Candidate must meet or exceed job expectations in current role

• Must be expert on GB Plan Design processes

• Bilingual in French and English preferred

• Knowledge of GB systems such as:

  • Manuconnect – Traditional and Admin Advantage setups

  • CPM

  • Navigator II

  • Clients II

  • ESC

  • MedOne

  • Pre-screening/QC-10%

  • Documents

  • Webpak

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.

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

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.