Customer Reporting Business Analyst

The Customer Reporting Business Analyst plays an important role in ensuring that customer statements and trade confirmations are accurate, timely, clear, and compliant with operational and regulatory requirements. In this role, you will support the end-to-end statement production process by documenting requirements, validating statement content and composition, investigating issues, and collaborating with Operations and Technology teams throughout implementation. Your work will help deliver reliable customer experience, reduce operational risk, and strengthen the processes and controls that support these important communications. This is an opportunity to build deep business knowledge, influence meaningful change, and contribute to a collaborative team focused on quality and continuous improvement. 

Position Responsibilities:

• Lead business analysis activities related to semi-annual customer statement production, and trade confirm production including documenting business requirements and maintaining clear supporting documentation. 

• Create and execute statement composition testing to validate customer information, required disclosures, calculations, formatting, business rules, and the overall presentation of statements. 

• Collaborate with business specialists to coordinate the printing and mailing of customer statements. 

• Actively contribute to new product initiatives by providing subject matter expertise, documenting distribution requirements, and conducting user acceptance testing. 

• Analyze customer statement processes, content, data, and production exceptions to identify gaps, risks, root causes, and opportunities to improve statement quality and delivery. 

• Develop and maintain detailed documentation for segregated fund statement content, calculation, composition, and distribution rules, as well as related process documents, test scenarios, and procedures. 

• Coach and train team members, share statement-related knowledge, and promote consistent execution of statement analysis, testing, and production activities. 

• Collaborate with Operations, Technology, Risk, Compliance, relevant projects, and other business partners to implement statement changes, resolve production issues, and strengthen controls and the customer statement experience. 

Required Qualifications:

• At least three years of experience in business analysis, operations, customer reporting, customer communications, data analysis, or a related role within financial services or another regulated environment. 

• At least two years of experience using Microsoft Excel to analyze, reconcile, and validate statement data and investigate issues. 

• Experience documenting statement content and distribution requirements, performing composition or user acceptance testing, and supporting statement implementation and production activities. 

• Experience preparing and presenting risk reviews, recommendations, workarounds, or approval requests to senior stakeholders. 

• Strong analytical skills, a high degree of accuracy, and close attention to detail. 

• Excellent written and verbal communication skills, with the ability to explain complex information to technical and non-technical audiences. 

• Post-secondary education in business administration, finance, data analytics, information systems, or a related field, or equivalent relevant experience.

Preferred Qualifications:

• Experience with semi-annual customer statements, statement composition, print and mail coordination, or other high-volume customer communications. 

• Knowledge of segregated funds, investment or insurance products, and financial services operations. 

• Experience supporting new product projects and providing subject matter expertise to business and technology teams. 

• Experience with statement composition platforms, print and mail workflows, data queries, or tools used to support customer statement production. 

• Experience coaching or training colleagues and creating detailed business or process documentation. 

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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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The role being advertised is an existing vacancy.

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.

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street NorthHybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

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 hr@manulife.com 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 hr@manulife.com 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.