Business Insights Manager, Operational Analytics

At Manulife, we believe in making decisions easier and lives better. We are seeking a Business Intelligence Manager who is passionate about connecting data to business outcomes, to drive business performance and improve customer experiences across our Canada segment businesses (Group Benefits, Affinity, IIC, and Bank).

The ideal candidate possesses a proven track record in analytics, excels at transforming complex data into executive-ready insights, and demonstrates natural curiosity and a collaborative spirit. You bring a trusted advisor approach, combining analytical rigor and influence, to deliver a partnership that is outstanding across teams.

Position Responsibilities:

Business Performance & Insights

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Lead efforts to identify trends, anomalies, and opportunities in large datasets; ensure insights are translated into actions with stakeholders

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Drive operational analytics maturity (e.g., service level commitments, straight-through processing, repeat calls, NPS) through consistent definitions and reporting

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Own the creation and maintenance of enterprise‑grade dashboards and reports using BI and visualization tools such as PowerBI

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Proactively identify trends, anomalies, and opportunities within large, complex datasets and communicate findings to senior stakeholders

Customer Experience Analytics

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Lead analysis of end-to-end customer journeys across touchpoints (contact centre, claims, underwriting, digital interactions) to identify friction and moments that matter

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Partner with senior leaders to translate business strategy into a performance measurement framework (KPIs, targets, governance) and deliver executive insights that guide key decisions and resource allocation

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Act as a subject matter expertise on customer experience insights, lead analysis, form hypotheses, and test drivers of performance to understand customer needs, preferences, and pain points

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Manage projects independently from beginning to end including planning, scoping, timelines, and identifying risks and tradeoffs clearly

Leadership & Stakeholder Management

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Build long-term relationships with internal stakeholders across various teams to collect data and business contexts to enable 360 insights and recommendations

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Act as a trusted analytics expert, bridging the gap between complex analytics and business partners

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Present insights with strong data storytelling and demonstrate organizational influence

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Coach and develop analysts: elevate analytical thinking, storytelling, business acumen, and technical practices; provide feedback, growth plans, and performance support as applicable

Qualifications:

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7+ years of experience in Business Intelligence, Data Analytics, Market Research, Management Consulting, or related roles

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Proficiency with SQL or other data querying languages

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Proficiency with visualization tools such as PowerBI or Tableau

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Excellent verbal and written communication, interpersonal, and teamwork skills

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Proven track record to lead through influence, manage multiple priorities, and build trusted cross-functional relationships

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Naturally curious, with a passion for digging into data to uncover root causes and emerging opportunities

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Capabilities with programming language (Python/R)

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Background in Finance, Accounting, Math, Statistics, or related fields

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Experience in insurance or financial services is an asset

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Familiarity with enterprise data environments and data governance guidelines.

When you join our team:

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We’ll empower you to learn and grow the career you want.

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We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

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As part of our global team, we’ll 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 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 Resour