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GWAM Canada Operations team is seeking a Production Support Analyst to join the GWAM Operations Project and Production Support team.

The team’s function comprises of MMF Operational issue management, iFast Release support, Project Management support, Business Consultation.

Major part of the role includes responsibility to represent the MMF Operations in the activities related to iFast system, such as production issues, system releases, maintenance support, project support, planned and ad-hoc operational initiatives that require knowledge of the system and business processes residing on iFast. The role’s added value is in acting as an intermediary and advocating to the processing teams in the activities that require special handling or consultation on the system behavior in a variety of business situations.

Position Responsibilities:

Production Support responsibilities include, but not limited to

• Function as a subject matter expert (SME) for operational issues related to iFast system

• Provide day-to-day support for issues affecting the iFast system and liaise with both IT and business stakeholders on effective issue resolution

• Communicate effectively and regularly to a varied audience of peers, and stakeholders on issues and changes affecting processes that reside on iFast

• Own and maintain the intake model for all issues, incidents, system access, and changes and enhancements (technical or business)

• Leverage your analytical and critical thinking skills to ask questions, understand business drivers and needs, influence and bring orders to resolve escalated issues, mitigate customer and business impact, coordinate our response

• Represent MMF Operations in System Releases, including development of the test plans, UAT and production releases’ testing

• Own the workflow process and roles and responsibilities of the team

Project Support responsibilities include, but not limited to

• Represent Production Support team and GWAM Operations in the impact assessment work

• Recommend risk mitigation measures

• Act as a SME for system-to-business interaction

• Participate in iFast testing

• Support NextGen initiatives in a capacity that is required for business support

Required Qualifications:

• You obtained University degree in Finance, Accounting or MIS and have a minimum of 5-7 years of relevant experience

• You demonstrate experience in production support role(s)

• You have experience with technology and can translate technical information into plain business language

• You are skilled in creating business reports

• You are self-driven, strong team player, able to work with minimal supervision and assume responsibility independently

• You display talent to collaborate and negotiate with various stakeholders, maintain your composure, and bring your best-self during challenging times and interactions

• You thrive in competing priorities, make it happen, own it, and find solutions

• You are focused on the customer, advocate for their needs first

• You consider operational risks and ensure effective controls are in place

• You are resilient and adaptable to change

• You learn fast, pick up innovative ideas, concepts, technologies, and tools easily

• You are dedicated to continuous improvement, including digitization and innovation

The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Knowledge of GWAM Operations including iFast.

• Knowledge of the fund life cycle and fund operations

• Strong knowledge of financial services operations and/or systems

• Excel, Crystal, MS Power Platform, Or MS PowerBI

• Familiarity with agile approach

• Working knowledge of Jira

• Related experience in functioning as a subject matter expert

• Knowledge of Business Process Mapping and Notation and MS Visio

• Bilingualism, written and spoken

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 .

Primary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$56,400.00 CAD - $94,000.00 CAD

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.