Bilingual Plan Design Quality Analyst

The Group Benefits (GB) Plan Design Quality Analyst is part of the Operations Integrity Quality team and plays a key role in ensuring accuracy, compliance, and consistency in new plan setups and plan amendments. This role focuses on quality assurance activities to ensure adherence to established processes, client service standards, regulatory requirements, and risk controls.

• Perform quality reviews of system configurations and documentation completed by Plan Design Installation Administrators.
• Communicate audit findings, trends, and recommendations to Plan Design teams and leadership.
• Identify recurring issues and improvement opportunities through data analysis and trend reporting.
• Stay informed of updates to policies, procedures, systems, and regulatory requirements.
• Initiate and support process improvements to align team capabilities with current and future business needs.
• Participate in calibration sessions to ensure consistency, accuracy, and alignment across quality reviews.
• Provide post‑training and nesting support to new Quality Analysts, including peer audits, auditor reviews, question support, root cause analysis, and trend analysis.
• Support rework investigations and contribute to initiatives aimed at reducing errors and rework rates.
• Support SOX, SOC, Key Risk Reviews, and internal or external audit activities as required.

This job description does not represent a comprehensive listing of all duties. Responsibilities may be adjusted or additional tasks assigned based on business needs.

• Fully bilingual (French/English):
  The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Strong proficiency with Group Benefits applications, processes, and operational workflows.
• Working knowledge of Group Benefits systems, including but not limited to: (V3, Manu Connect (Traditional and Admin Advantage), Clients II. ESC. Documents, CPM)
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

• Previous experience in Plan Design or Plan Installation (an asset).
• Strong analytical, technical, organizational, and problem‑solving skills.
• High level of accuracy, attention to detail, and sound judgment.
• Ability to prioritize workload and act with urgency when required.
• Self‑motivated, self‑directed, and able to work with minimal supervision.
• Strong communication and negotiation skills, with tact and professionalism (written and verbal).
• Adaptability to change, eagerness to learn, and willingness to challenge the status quo.
• Proven time management and organizational skills.
• Demonstrated ability to understand, assess, and mitigate operational and compliance risk.

• 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.

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…