Contacts Process Analyst

This role acts as a subject-matter expert, leading cross-training and providing mentoring and transactional coaching. It ensures adherence to business policies while managing diverse work types and overseeing related mailboxes and workforce coordination. The role also handles issue reporting, routine management reports, knowledge page updates, and other tasks assigned by Operations Management.

Position Responsibilities

• Serve as SMEs for cross-training; mentor and provide transactional coaching to the team
• Master and apply Business Unit policies; process all assigned/knowledgeable work types (e.g., CONTACTS, TPACONTACTS, Merger, IPI, ZLOCKBOX Banking, OA TPA User Managing)
• Manage CONTACTS and RPS Amendments mailbox; handle Workforce Management for Contacts work types
• Report system issues; complete non-confidential/non-critical management reports; handle AWD reports for orphan sources/incorrect queues
• Update iKnow pages for Contacts work types and perform other duties as assigned by Operations Management
  
  

Required Qualifications

• 4 years in college
• Willing to work night shift, midshift, holidays, and render overtime
• Ability to use a desktop computer system; keyboarding at 40 WPM with 95% accuracy
• Attentive to details; good problem-solving and time management skills
  
  

Preferred Qualifications

• Graduate of any business-related course
• Strong background with US Retirement Systems (Apollo, Chorus, PSW)
• Team-oriented
• Experience working overtime and across varied shifts
  
  

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.

Working Arrangement

Hybrid

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