Client & Account Specialist

Overview

The Senior Specialist serves as a subject matter expert for POS operational systems, leading UAT activities, complex incident investigations, reconciliation controls, reporting automation, and system enhancement initiatives. The role acts as a key bridge between Business, Operations, and Technology teams to drive process excellence and system stability.

Key Responsibilities

System Operations & Reconciliation

• Perform daily operational reconciliation and monitoring activities.
• Investigate data discrepancies, exceptions, and process breaks.
• Ensure accuracy and completeness of business transactions between systems.
• Support root cause analysis for operational incidents and system issues.

QA/QC & Data Validation

• Conduct regular quality checks on operational outputs and reports.
• Validate data accuracy, completeness, and consistency.
• Identify trends, recurring issues, and process gaps.
• Maintain issue logs and follow through until resolution.

UAT & Project Support

• Prepare test scenarios and test cases.
• Execute UAT testing for system enhancements, product launches, and regulatory changes.
• Document defects and coordinate with IT teams for issue resolution.
• Support production validation after deployment.

Reporting & Data Analysis

• Produce daily, weekly, and monthly reports.
• Analyze operational performance indicators.
• Support management with insights and recommendations for process improvements.

Stakeholder Collaboration

• Work closely with Operations, IT, Product and other stakeholders.
• Support training, documentation, and knowledge sharing activities.
• Foster teamwork and a collaborative working environment.

Other Duties

• Participate in continuous improvement initiatives.
• Perform other assignments as requested by Line Manager.

Requirements

• Bachelor's degree in Insurance, Finance, Business Administration, Economics, Information Systems, or related fields.
• 3-5+ years of experience in Life Insurance Operations, experience in QA/QC, testing is an advantage.
• Proven experience leading UAT and enhancement projects.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder management skills.
• Ability to work influence cross-functional teams.

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 hr@manulife.com.