As a Senior Business Analyst, you’ll play a pivotal role in crafting the strategic decisions across our Global Contact Centers and Operations. Bringing to bear advanced analytics and machine learning, you’ll help optimize performance, forecast trends, and deliver insights that drive business impact. Position Responsibilities: Use machine learning models and improved analytical methods to anticipate performance and improve prioritization. Analyze operational data and industry benchmarks to uncover actionable trends and opportunities. Partner with multi-functional teams to develop and implement predictive models that support strategic decisions. Develop and maintain dashboards and data pipelines for benchmark tracking and performance monitoring. Translate complex analytical results into clear, compelling presentations for senior leadership and business partners. Own end-to-end delivery of projects of moderate scope and contribute to larger, complex initiatives. Address challenges requiring review of multiple factors and generate relevant, actionable insights. Work closely with domain experts to understand data sources, business processes, and translate outputs into business language. Establish internal and external networks to share guidelines and insights. Qualification: Bachelor’s degree or equivalent experience in data science, Computer Science, Statistics, or related field. Practical experience in machine learning, predictive modeling, and advanced analytics. Proficiency in Python/R, SQL, and ML frameworks (TensorFlow, scikit-learn) Established experience in complex statistical modeling and data visualization to optimally estimate contact center volumes across global onshore and offshore locations. Experience with cloud platforms and data visualization tools. Strong communication skills to convey technical insights to non-technical audiences. When you join our team: We’ll empower you to learn and grow the career you want. We’ll acknowledge and support you in a flexible environment where well-being and inclusion mean more than just words. As part of our distributed team, we’ll support you in crafting the future you want to see. 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 Toronto, Ontario Working Arrangement Hybrid Salary range is expected to be between $75,880.00 CAD - $140,920.00 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're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
