Job Description:

A Process Design Specialist’s primary responsibility is to transform business goals and objectives into tangible next steps like process documentation for Global High Net Worth (GHNW).

Key Accountabilities:

Manage repository of process tools & templates using documentation tools with a focus on content improvement.Manage intake tool for documentation (triage of incoming requests, providing timely responses).Create and maintain procedure documentation in knowledge databases in an efficient way to reduce duplication and effort.Maintain document controls assuring accurate audit trail for all updates.Analyze business processes and solve complex problems.Work closely with trainers and leadership teams to help support the work that the teams are doing and create world-class tools & templates so the best methods can be used by other groups as well.Collaborate and work with internal and external teams to process information, including compiling and verifying information or data related to production needs.Collaborate with other business areas, IT professionals and Business Users to develop top-notch process improvements.Play a critical role in the change management & business readiness process by ensuring your business stakeholders are change-ready from a training and procedural documentation perspective. Liaise with Project and Production Support BA’s when there are changes to workflows/processes to ensure documentation is updated; identifies areas impacted by the changes; communicates changes to staff; and provide technical training to staff.Supports alignment activities for all functional areas by providing change content in support of transition activities.Performs miscellaneous job-related duties as assigned.

Qualifications:

Must be meeting or exceeding performance metrics in the current position.Must not have any attendance issues and have not received disciplinary action w/in the last 12 months.

Competencies:

Considerable knowledge of design, business finance and strategic solutions acumen.Considerable knowledge of upstream and downstream processes technologies.Considerable knowledge and application of process design principles.Strong process knowledge and background in specific LOB (Global High Net Worth).Solid time management skills, self-motivated and the ability to independently manage a busy, volume-driven workload.Demonstrated ability to manage ad hoc tasks and adapt quickly.Good knowledge and comfort in using Office 365 suite, including Word.Good English writing skills and the ability to convey information clearly and effectively through both verbal and written communication.Strong Technical writing skills.Growth mindset: Always looking for ways to make continuous improvements.Demonstrated judgment and decision-making skills.Ability to be flexible and exercise judgment in a changing environment.Strong, collaborative, team player who works well independently and as a team member.Technology savvy being able to work within multiple systems.SharePoint, Ondexx, Salesforce knowledge is an asset.HTML code skills an asset.

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 recruitment@manulife.com.

Working Arrangement

Hybrid