The SBA Operations Analyst is responsible for executing and optimizing monthly billing processes across a diverse client portfolio. This role involves managing manual and automated billing tasks, ensuring data accuracy, and collaborating with internal teams to resolve discrepancies and improve operational efficiency. The analyst supports high-volume billing cycles, custom client requirements, and system testing, reporting directly to the Manager of SBA Billing Operations. Position Responsibilities: Execute monthly SBA billing tasks, including invoice generation, client-specific customizations, and portal uploads. Perform quantitative analysis to validate lives counts, investigate discrepancies, and reconcile billing data. Manage high-volume manual processes such as HCO and RES/EFAP billing, ensuring accuracy and timely completion. Collaborate with internal teams to resolve post-load failures, journal issues, and auto-upload errors. Maintain and update distribution lists, client trackers, and billing files across multiple platforms (LAN, SharePoint, MC). Support quarterly and annual billing tasks, including PAD setups, JE processing, and client-specific remittance procedures. Participate in system testing and internal training initiatives to enhance team capabilities and process knowledge. Required Qualifications: Strong proficiency in Excel, including VLOOKUP, pivot tables, and macros. Experience with billing systems such as SBA, MC, and SharePoint workflows. Proven ability to manage large data sets and perform detailed reconciliations. Excellent organizational skills and attention to detail in a fast-paced environment. Ability to work independently and collaboratively across departments. Familiarity with client-specific billing nuances and custom reporting requirements. Preferred Qualifications: In-depth understanding of Group Benefits billing processes and client management. Experience handling sensitive data and managing custom distribution protocols. Strong communication skills, both written and verbal, with a focus on client service. Ability to identify process inefficiencies and recommend automation or workflow improvements. 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. #LI-HYBRID 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. Referenced Salary Location Montreal, Quebec Working Arrangement Hybrid Salary range is expected to be between $51,375.00 CAD - $85,625.00 CAD If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions. We are committed to creating a workplace that offers unlimited opportunities for employees to realize their career goals. Whether it’s working abroad, exploring a new career direction or simply progressing in their chosen field, we help our employees reach their full potential.
