We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

The Opportunity

As an integral part of Canadian Retirement Payroll team, the Electronic File Analyst is responsible for providing technical and analytical expertise to ensure the successful transmission and upload of electronic demographic and contribution data files on the Manulife administration system.

At the core, our strategy is to put the customer at the center of everything we do. We directly support the Canadian Retirement Businesses and strive to deliver exceptional service with every interaction to enable our strategies through the delivery of a world class customer experience.

Responsibilities

• Accurately and efficiently load demographic and contribution files and take immediate action on issues

• Accurately and consistently handle all reports generated from file uploads. Review and investigate reports to provide error analysis and identify negative member impacts

• Apply advanced technical and analytical skills in troubleshooting to resolve client issues and identify process improvement opportunities

• Provide technical expertise on systems, file specifications, automatic file translators, file security protocols and manual/electronic updating procedures.

• Manage workload efficiently to ensure service standards are consistently met with utmost attention to detail and accuracy

• Liaise with clients, support, and internal partners teams on data, system, and file issues. Provide technical expertise in meetings with internal and external stakeholders

• Analyze file data to ensure compatibility with file specification and client structure. Perform data manipulation to put client’s data into proper file specifications.

• Analyze data extracts and member history for client requests and investigations.

• Consider downstream impacts of all file handling and ensure full compliance with required processes

• Process transactions, including but not limited to Participant Census data, allocation of contributions, profit shares and deferral matches, and updating of new enrollments

• Establish working knowledge of the policies, procedures, and quality control to process and approve various types of contributions, indicative data updates, new enrollments, loan repayments and funding methods

• Responsible for the timely and accurate completion of all transactions in accordance with RPS service standards and timeframes including client specific service standards as outlined in Service Agreement

• Ensure accurate and timely delivery of plan reporting requirements to client - demonstrate a clear understanding of the data being reflected; must be detail oriented

• Working knowledge of the effect of compensation on compliance tests - provide Compliance Department information necessary to complete these items

• Maintain client files according to department standards and update documentation as needed.

How will you create impact?

The Electronic File Analyst works within a very fast paced team where information integrity, effective problem-solving abilities, and responsiveness are critical to ensuring a positive service experience for the client while successfully controlling any financial or reputational risk to Manulife.

What motivates you?

• You obsess about customers, listen, engage, and act for their benefit

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes

• You thrive in teams and enjoy getting things done together

• You take ownership and build solutions, focusing on what matters

• You do what is right, work with integrity and speak up

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

Attributes

• An aptitude for data analysis and reconciliation

• Excellent time management and organizational skills

• Ability to balance multiple competing priorities with quick turnaround times

• Results oriented with an excellent level of accuracy and attention to detail

• High level of technical proficiency

• Ability to anticipate potential issues, procedural gaps, and servicing needs

• Excellent interpersonal skills – able to cultivate and maintain strong partnerships with both internal and external customers

• Effective written and verbal communication skills

Qualifications

• University degree or comparable experience

• Strong verbal and written communications skills

• Experience with Excel; preferably related to review, loading and/or manipulation of large data files requiring deep analysis and problem solving

• Self-starter with great initiative, ability to learn quickly and autonomously

• Organized, efficient and works well in a fast paced environment

• Accountability: Manages own performance, priorities and outcome. Takes personal accountability when acting on all customer requests or issues

• Team player: Positively impacts team and inter-departmental relationships across locations, works to resolve conflicts and collaborates effectively

• Adaptability and Flexibility: Proven ability to quickly and easily adapt to changes within the business and organization. Responds to challenges in a positive and productive manner

• Customer focus: Excellent customer service skills with an ability to keep the customer as priority when creating solutions

• Ability to work effectively within geographically dispersed team, leverage knowledge across the organization

• Knowledge of Retirement and/or Payroll Operations is an asset

• SLX and SQL knowledge is an asset

Client Relations

• Communicate directly with payroll contact at client regarding the reconciliation and processing of payrolls

• Ensure client is utilizing “best practices” for payroll processing

• Identify trends in payroll processing and address with the client and RPS Client Service Manager

• Respond to payroll related client inquiries, resolve service issues and demonstrate proactive, solution-based approach to enhance client relations

• Analyze client requests versus Retirement Plan Services policies and procedures

• Proactively manage account by setting appropriate expectations

• Responsible for the quality control and timely delivery of client work including final review of all data updates, plan sponsor and participant reporting

• Responsible for maintaining shared databases; documenting all client calls regardless of nature of call

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Continuous innovation: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

#LI-Hybrid

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Halifax, Nova Scotia

Salary range is expected to be between

$40,800.00 CAD - $68,000.00 CAD

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.