Senior Business Analyst – Group Benefits Operations

The Admin Value Stream within Group Benefits Operations is seeking a Senior Business Analyst to help drive transformational change, improve our operational capabilities, and support the delivery of high‑quality solutions for clients, members, and internal teams. This role is ideal for someone who loves solving problems, enjoys using data to guide decisions, and is naturally curious about new technology and AI—not just for project delivery, but to fundamentally improve how work gets done.

You will collaborate with a wide range of partners across business operations, technology, and delivery teams to translate business needs into clear requirements, lead testing, and drive strong business readiness for every change. Your leadership ensures that operational teams experience smooth, well‑managed transitions as new processes, tools, and enhancements are deployed.

This is a highly impactful role that connects people, processes, and technology to enhance the end‑to‑end operational experience for clients and members.

Position Responsibilities:

Business Analysis & Problem Solving

• Act as a subject matter expert by analyzing stakeholder requirements and assessing impacts on current and future‑state operations.

• Break down complex problems using structured, data-driven approaches.

• Investigate system and process issues to identify root causes, patterns, and opportunities for improvement.

• Translate business needs into clear, actionable requirements for development, configuration, and ensure solutions are adequately tested.

Technology, Innovation & AI Exploration

• Stay curious about emerging technology, including automation, analytics, and AI, and explore how they can modernize processes and elevate client and operational outcomes.

• Identify opportunities to apply new tools or techniques to streamline workflows and redesign how work gets done.

• Collaborate with IT and business partners to assess, pilot, or implement new technology solutions.

Data & Insights

• Use data to validate assumptions, model impacts, and support decision-making.

• Analyze datasets, reports, and process metrics to inform recommendations.

• Present insights in clear, compelling ways that support effective action.

Business Readiness & Transition Management

• Lead business readiness planning to ensure operational teams are fully prepared for upcoming changes.

• Work with training, documentation, and operational staff to ensure all impacts are understood and managed.

• Support post‑implementation stabilization and ensure changes are embedded successfully into daily operations.

Collaboration & Stakeholder Engagement

• Build strong relationships with operational leaders, implementation partners, project teams, and IT.

• Champion the client, member and operational experience throughout solution design.

• Support alignment on priorities, scope, timelines, and outcomes.

Testing & Quality Assurance

• Lead or support user acceptance testing (UAT), including test case creation, execution, and production validation.

• Ensure issues are triaged and resolved prior to deployment.

• Confirm solutions meet requirements and are ready for business use.

Continuous Improvement & Operational Excellence

• Identify opportunities to strengthen processes and enhance operational efficiency.

• Apply methodologies such as Lean, Six Sigma, and structured problem-solving.

• Propose both tactical and long‑term improvements that support transformation goals.

Required Qualifications:

• Experience supporting or leading business readiness and change management activities.

• Strong working knowledge of tools such as Excel, Teams, SQL, Jira, and Confluence.

• Demonstrated ability to identify and adopt new technologies—including AI—to improve processes and outcomes.

Preferred Qualifications:

• Experience partnering with multiple stakeholders with diverse and sometimes competing priorities.

• Proven ability to guide clients or internal partners through change with clarity and confidence.

• Strong problem-solving mindset with the ability to simplify complexity and explore solution options.

• Demonstrated curiosity and comfort with new technology and AI, with a desire to apply them practically to improve work.

• Experience in group benefits administration or related business operations.

• Business analysis expertise, including requirements gathering, process mapping, and analysis methodologies.

• Strong data literacy, including comfort working with reports, datasets, and analytical tools.

• Ability to work through ambiguity, adapt to change, and support others as they adopt new processes.

• Excellent written and verbal communication skills tailored to technical and non-technical audiences.

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.

#LI-HYBRID

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.