Workforce Real-Time Analyst Lead

The RTA Lead position is devoted to drive and perform all tasks and activities necessary to ensure that resources are optimized, and business goals are met. They are primarily responsible for leading and/or providing a clear set of direction to effectively deliver near-time and intraday performance and volume management with the purpose of optimizing resources to achieve business objectives

Position Responsibilities

• Support Multiple Teams: Oversee various back office teams, addressing different SLAs, business units, and demands, while managing frequent volume spikes and SLA risks.
• Monitor Operations: Simultaneously track multiple business activities, dashboards, files, and real-time queues to maintain operational efficiency.
• Decision-Making: Make timely and accurate decisions regarding SLA risks, overtime recommendations, and capacity gaps to ensure smooth operations.
• Engage and Coordinate: Regularly engage with Ops Leaders, cross-functional partners, and team members to align outputs, definitions, and governance expectations.
• Standardization Enforcement: Implement and enforce standardization across diverse teams to ensure consistency and efficiency in operations.
  
  

Required Qualifications

• Strong ability to influence, communicate, and present effectively to senior leaders and key stakeholders.
• Proactive and adaptable, able to prioritize, generate ideas, and manage shifting or challenging demands.
• Collaborative leader skilled in negotiating and creating mutually beneficial solutions among stakeholders.
• Highly organized with strong attention to detail and the ability to manage evolving priorities and deadlines.
• Proven leadership in managing teams, including hiring, performance management, and employee development.
  
  

Preferred Qualifications

• Highly organized with strong time‑management abilities.
• Skilled in business process modeling and workflow analysis.
• Capable of making complex, independent decisions.
• Advanced proficiency in Microsoft Office applications.
  
  

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 recruitment@manulife.com.

Working Arrangement

Hybrid

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