This role offers the opportunity to help shape the future of customer servicing in the agency channel. As a Business Analyst, you will lead initiatives that enhance how agents connect with, support, and create value for their customers through improved processes, technology, and customer engagement programs. Your work will directly contribute to our mission of building stronger customer relationships and delivering a consistent service experience that helps customers stay protected and supported throughout their journey. In return, you will gain hands-on experience leading strategic transformation initiatives, working with senior stakeholders, and developing expertise in customer management, digital innovation, and agency business operations.Position Responsibilities: • Provide support to agency customer servicing areas, investigating operational related problems/inquiries, and recommending and implementing solutions• Develop business requirement documents and specifications• Work as directed by management team to research and document business issues involving workflow procedures and processes• Analyze data and work with management to develop creative solutions.• Coordinate recommended process changes, enhancements and product implementations including test plans to ensure successful implementation• Act as function's liaison with key stakeholders including Customer Experience, Digital Initiatives, MIS, Other Agency Management Teams, etc.• Identify and recommend staff training needs in response to process changes or new product/system implementationsRequired Qualifications:At least 5 years of business experience including progressive business analysis experienceFluent skills of data processing tools such as SQL, MS AccessBachelor’s degree in Business Administration or Finance or ITPreferred Qualifications:• Good understanding of life insurance operation including product offerings, customer service frameworks, and distribution management structure• Deep understanding of project management methodologies and workflow design• Ability to influence and negotiate with others to meet project deadlines• Understanding of system design and analysis and user testing.• Strong organization, communication and interpersonal skills• Ability to cultivate relationships with key stakeholders representing a broad range of functions and levels.• Demonstrated understanding of issues relevant to business unit.• Strong problem-solving skills and analytical ability• Effective interviewing, facilitation and presentation skillsWhen 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 HancockManulife 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 EmployerAt 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 ArrangementIn Office