Forms Business Analyst

Job Summary

This role is responsible for the end‑to‑end development, lifecycle management, and governance of business forms that support insurance operations. The position partners closely with internal clients, vendors, and stakeholders to ensure forms are accurate, compliant, accessible, and user‑friendly. Through strong attention to detail, stakeholder coordination, and documentation management, this role helps ensure business continuity, regulatory compliance, and efficient servicing across end‑to‑end workflows.

Position Responsibilities

Form Development and Lifecycle Management

• Gather, analyze, and document business and client requirements to ensure final forms meet expectations.
• Review mock‑ups and provide feedback to ensure designs align with signed‑off requirements prior to development.
• Design and develop forms in line with branding, legislative, compliance, and accessibility standards.
• Conduct testing for fillable and read‑aloud functionalities to ensure usability and accessibility.
• Publish new or updated forms to designated repositories, including internal platforms and client websites.
• Initiate form reprints with vendors, secure quotation approvals, and coordinate required production steps.
• Provide regular updates to management and escalate issues as needed.
  
  

Stakeholder Communication Management

• Act as a key liaison between internal customers, vendors, and stakeholders.
• Manage and respond to form‑related queries and requests via a centralized inbox or ServiceNow within the 24‑hour service level.
• Maintain clear and timely communication to manage expectations and address service questions.
  
  

Documentation Management

• Monitor form inventory to track usage trends, reprint requirements, and ensure availability of all approved form variations per SLAs.
• Apply Records Retention policies to ensure proper archiving of forms.
• Seek and obtain client approval prior to archiving forms impacted by retention requirements.
  
  

Required Qualifications

• Minimum of 2 years of experience in an Operations environment.
• Strong understanding of insurance products and processes and how form production impacts clients, servicing teams, and end‑to‑end workflows.
• Solid written communication skills.
• Strong attention to detail with the ability to identify issues and resolve problems.
• Proven ability to build and maintain positive internal and external relationships.
• Ability to negotiate, influence, and manage stakeholder expectations.
• Ability to support user acceptance testing activities and document workflows and processes.
• Working knowledge of Excel, Word, Outlook, and SharePoint.
  
  

Preferred Qualifications

• Prior experience as a Quality Analyst in an Operations environment.
• Experience producing accurate, compliant, and accessible form outputs.
• Knowledge of form design standards and accessibility requirements.
• Strong analytical skills with a structured approach to problem identification and resolution.
  
  

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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