Business Analyst

The Global Contact Center team is seeking a Business Analyst to support ongoing GenAI technology work and broader contact center transformation across Manulife and John Hancock operations. This role will help optimize contact center technologies, including AWS, Salesforce, and Generative AI, to improve customer and employee experience across global operations. The successful candidate will support initiative planning and reporting, and collaborate with segment contact center, IT, legal, risk, and business stakeholders.

This is an opportunity to work and support a global team with competing priorities, influence transformation, and help deliver measurable productivity and service experience benefits through modern technology.

Position Responsibilities:

• Help drive Global Contact Center transformation through modern technology, ensuring customer experience and productivity benefits are achieved.
• Collaborate with segment contact center, IT, value stream, operations, legal, risk, and business teams to gather requirements, align priorities, and support expected outcomes.
• Support Global Contact Center Program Management reporting, including initiative planning, budgets, KPIs, resource demand, benefits tracking, and capacity planning.
• Navigate ambiguity across global teams and multiple business segments while balancing competing stakeholder priorities.
• Act as a change agent by building awareness, supporting adoption, and helping teams align around a shared transformation vision.

Required Qualifications:

• Experience working with contact center operations, customer support environments, technology enablement, business transformation, program management, or related operational initiatives.
• Technical aptitude and ability to learn platforms such as AWS, Salesforce, and Generative AI tools; deep expertise in every platform is not required if the candidate demonstrates strong learning agility.
• Proven experience working with cross-functional agile teams and projects.
• Ability to navigate risk, legal, initiative planning, benefits, operations, and cross-functional enterprise stakeholder groups.
• Ability to identify, probe, and communicate risks and issues to support transparency and achievement of business objectives.
• Strong critical thinking and problem-solving skills, with the ability to translate complex inputs into actionable plans.
• Flexible, self-motivated, resilient, and comfortable operating in a global role with competing priorities.
• Excellent customer focus, attention to quality, and ability to meet deadlines in a fast-paced environment.

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.

If you are applying to this role in Massachusetts, please note the salary range is $61,875 - $103,125 USD. Additionally, employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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

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…