The Associate Operations Analyst is responsible for managing onboarding, offboarding, and access requirements for Canadian teams, ensuring timely and accurate support aligned with service level agreements. The role involves handling incident tickets, maintaining documentation, and coordinating with various internal and external teams to resolve access-related issues. It also includes identifying opportunities for process automation, supporting technical documentation efforts, and participating in project planning.
Responsibilities
- Manage onboarding, cross-boarding, and offboarding activities for Canadian teams, ensuring completion within established timelines and service standards.
- Coordinate access provisioning and troubleshoot access-related issues in collaboration with GBS/Genpact and other support teams.
- Monitor the support mailbox consistently and respond to inquiries in a timely and professional manner.
- Assign and manage ServiceNow request tickets, prioritizing based on urgency and following documented procedures.
- Escalate issues appropriately to designated support teams, ensuring accurate logging and timely notifications.
- Maintain and regularly update internal process documentation and knowledge databases to reflect current practices.
- Analyze support requests to identify recurring issues, trends, and opportunities for process improvement.
- Ensure all tasks and deliverables comply with defined quality standards and SLA commitments.
- Support the documentation of technical processes and contribute to project planning and execution in partnership with team leaders.
- Collaborate effectively with cross-functional teams across different geographies and cultures.
- Proactively identify and recommend automation or integration solutions to streamline administrative tasks when applicable.
- Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units to support evolving business needs.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field
- Must pass current job expectations and meet performance metrics
- Strong verbal and written communication skills, with attention to clarity and detail
- Knowledge of ITIL practices, security and risk management concepts is a plus
- Familiarity with system platforms and interactions, including Mainframe (ACF2)
- Experience with business tools such as SharePoint, MS Excel, MS Access
- Working knowledge of support tools, including ServiceNow, Citrix/VDI, Lotus Notes, Active Directory, Microsoft 365, Salesforce, and eTreasury
- Customer-focused mindset, with a commitment to service excellence
- Organized and detail-oriented, with solid planning and time management abilities
- Capable of working independently and collaboratively within a team and collaboratively in a fast-paced environment
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 hr@manulife.com.
Hybrid