Process Design Analyst - Manulife Bank

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Job Description

Are you obsessed about our customers and looking for unlimited opportunities to develop and succeed? With work that makes a difference in a flexible and encouraging environment, while helping customers achieve their dreams and aspirations?

At Manulife Bank, we believe banking products are an integral part of every Canadian's financial plan. As one of Canada's youngest banks, we are growing at an unprecedented rate and need people with the skills and energy to drive our growth. We offer competitive compensation and a supportive work environment with flexible hours.

What will you be doing?

As a Process Design Analyst, you will play a key role in helping to drive out Manulife Bank’s continued growth and success. Your role will have a heavy focus on process mapping, customer journey mapping, analyzing business needs, and creating business requirements and stories. You will join forces with other hardworking people to identify process efficiencies, recommend innovative low-tech solutions, and help make the solution a reality. Then you start on the next challenge and do it again! If you thrive on this type of work - then we need your people-smarts and keen mind on our Business Services and Development Team.

Your responsibilities would include:

• Create process documentation/workflows, customer journey maps, knowledge articles and self-service guides
• Facilitate process mapping & customer journey mapping workshops in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
• Identify issues and risks
• Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.
• Using your strong communication skills to lead/collaborate with working groups and present information to all levels within the company.
• Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Establish and oversight of governance model for process maps and customer journey maps"
• Capitalizing on your ability to build and foster positive, effective relationships to strengthen your partnership with key stakeholders.
• Using your problem-solving skills and sound judgement to make business decisions and recommendations to support priority delivery
• Influencing your teammates with your good humor and passion!

Am I right for the job?

• Process Design Analysis isn’t new to you. You’ve spent two (2) years or more growing your knowledge, skills and experience in this line of work and you have a clear track record of success in building out process maps and customer journey maps in a fast paced, professional environment
• You are a strong communicator
• You are competent in creating/documenting process workflows / customer journey maps
• You are a competent facilitator, and have experience leading process mapping and customer journey mapping workshops
• Lean Six Sigma Certification is an asset
• You have the ability to function with a high level of independence and task ambiguity
• Knowledge of Manulife Bank products and services is an asset
• You put the customer at the center of everything you do - their needs and their experience in doing business with us is your main focus
• You learn FAST. You pick up new ideas, concepts, technologies, and tools easily
• You have excellent knowledge of MS applications & communication tools, including Visio
• You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups
• You demonstrate accountable behaviours - you take initiative, and show ownership in everything you do
• You “go with the flow” and can adapt to change, and even embrace it
• You successfully manage competing priorities like a champion
• You maintain your composure and best-self during challenging times or challenging interactions
• You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you
• You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems
• You are curious, always asking why and challenging current state
• You realize that the need to continue to learn and invest in your own development is a never-ending journey.
• You don’t like to stand by when you notice that there’s something that could work better for your project, team, or Manulife. You want to improve things - and you do something about it!
• You know how to build successful relationships with your coworkers - whether they are sitting across the table from you - or across the globe. You mesh naturally in an environment with geographically and culturally diverse cross-functional teams
• You already know a bit about financial services and Bank products, regulatory environments, and the types of technology solutions that allow a Business to manage them

So what’s next?

If you're interested in the idea of joining our team don't let this complete list of items deter you. Send us a resume and a cover letter telling us about yourself and why you want to work with us. We are looking for our next great team member - and we want to hear from you!

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 recruitment@manulife.com.

The annual base salary for this role is listed below.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.