Business Process Analyst

This role supports the Third-Party Administrators (TPA) who adjudicate claims for Group Benefits Plan Sponsors and provides administrative function to Affinity Market Plans. The role reports to the Director of Third-Party Management and is a critical role that supports the TPA Coordinator/Consultants from an Operational and Risk Perspective. This roles primary focus is the TPA quality assurance program with backup support for TPA funding and operations.

Position Responsibilities:

• Set up of new TPAs TPA changes with banking or claims funding using proprietary systems
• Manage funding operations end-to-end QA annual tax/premium reviews and TPA onboarding/transitions
• Monthly tracking of Quality Assurance/Service Standards for TPAs
• Scheduling and facilitating monthly meetings with TPAs
• Monthly reporting and provincial reporting on UCP in compliance with regulations
• Monitoring shared inboxes for both GB TPA and Affinity TPA
• Manage Anti-Money Laundering tasks
• Monthly Claims sampling analysis and reporting for each TPA
• Monthly Premium/Eligibility Analysis ensuring approved rates are being charged by TPA
• Funding System Analysis to leverage internal claims data provided in claim files
• Maintenance of SharePoint Sites
• Support operational risk activities including incident logging MOU reviews Corrective Action Plans audits and corrective-action tracking
• Updating/creating documentation and process improvements as required
• Work with TPAs and IS to resolve any data file processing issues including required testing
• Assist with Disability and Tax teams within Manulife and the TPAs
• Providing support and back up for the TPA Coordinator role
• Support contract updates as required. Other duties as assigned

Required Qualifications:

• Group Benefits insurance knowledge particularly in claims
• Experience in claims adjudication audit and quality assurance (QA) within an insurance or third-party administration environment
• Excellent customer service negotiation and communication skills both written and verbal with the ability to communicate effectively with clients and other internal departments
• Ability to translate technical details to lay language
• Ability to manage competing priorities and fluctuating work volumes
• Strong analytical and problem-solving capabilities with the ability to multitask
• Attention to detail and the ability to resolve difficult problems/questions and issues in a timely fashion or to research issues where the solution is not clear
• Strong competency in MS Office Excel/ Word
• Minimum 3 years of work experience in the financial services industry
• Ability to comprehend and interpret technical details and apply this knowledge in varying situations
• Ability to recognize workflow and systems problems resolving them if possible or escalating issues as appropriate

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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 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 .

Referenced Salary Location

Waterloo Ontario

Working Arrangement

Hybrid

Base salary range is expected to be between

$51975.00 CAD - $86625.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual base salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education/training. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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 for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement .

Required Experience:

IC