Senior Operation Analyst

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our professionals with the resources to solve critical problems for the future of our business, which is why we need you.

Position Responsibilities :

Support the transformation lead in design and execution of digital strategy using data and insights to assess feasibility and value of digital features or functions.

Work with stakeholders, partners, vendors, and IT teams to design and optimize digital flows, enhancing user engagement within timelines.

Regularly review and update chatbot content to ensure that digital service interactions meet company standards and maintain accuracy, relevance, and quality of responses, ensuring accurate intent recognition and efficiency

Support various functions within the Contact Center, including digital initiatives (e.g., Live Chat, Chatbot), MIS reporting, and BAU tasks like system changes and testing after infrastructure updates or deployments, to ensure system stability and performance.

Stay informed on AI chatbot advancements to enhance capabilities and service quality.

Provide support to end users and assist on resolving the system issue

Assist on ad-hoc requests and administrative tasks as assigned by supervisor

Required Qualifications :

Minimum 3 years' related work experience in insurance or relevant industries

Good understanding of individual insurance products, operations and processes is advantageous.

Experience with digital transformation projects, particularly in implementing and managing chatbot solutions

Familiarity with AI technologies and a keen interest in emerging digital tools and platforms.

Good analytical and problem-solving skills and disciplined with project scheduling

Well-organized and detail-oriented with flexibility in working hours.

Strong attention to detail and ability to monitor and evaluate system performance metrics to maintain consistent service quality across all digital platforms.

Capable of clearly and effectively communicating business processes and ideas both verbally and in written English.

Proficiency in contact center technologies such as CRM systems, IVR, chatbot, and livechat would be the advantages.

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 .

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 .

Working Arrangement

Hybrid