Operations Specialist

We're looking for an Operations Specialist to join our Insurance Operations team at MBPS. In this role, you are responsible for effectively delivery real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. They will also be accountable for forecasting impact of work volume demand, key projects, and activities on the available capacity across multiple Plan Design teams. Operations Specialist is also responsible for identifying and implementing process improvements through data analytics. 

Position Responsibilities:

• Responsible for managing volumes and balancing workload across sites to ensure optimal staffing levels

• Handles schedule adjustments, process/approve VL applications, swap requests, (based on need) and NPT allocation

• Communicates workload prioritization for the day and workload distribution strategy

• Monitor and report leave allocations to scheduling team that may trigger changes in staffing plan and schedules

• Create accurate and timely reports that reflect the Service Level performance such as SOD and EOD reports, TAT Monitoring, Queue Management, among others.

• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

• Create, manage, and deliver accurate long term and short-term forecasts across multiple PDS teams and multiple levels by collecting historical information from a variety of sources and groups, utilizing advanced statistical methods and workforce management software tools

• Drive the forecast process by engaging internal teams to identify variances and providing appropriate recommendations based on analysis

• Create reports and trend analysis based on insights from each segment unit.

• Ensure effective staffing and scheduling and use diagnostic methods to create performance reports and use performance measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

• Identify opportunities to improve processes that improve efficiency such as, but not limited to, reduced optimized work allocation, staff sharing, and reduced TAT.

• Other tasks that may be assigned by the Business Unit, Operations Lead, or Operations Manager.

Required Qualifications:

• 2-3 years of experience in workforce management or operations, with a background in reporting.

• Intermediate to advanced knowledge of Excel.

• University degree in Finance or Business.

Preferred Qualifications:

• Knowledge in PowerBI is a plus.

• Good interpersonal skills and communication with all levels of management 

• Able to multitask, prioritize, and manage time efficiently 

• Excellent leadership, team building, and management skills 

• Excellent verbal and written communication skills 

• Excellent presentation skills and should be comfortable running a large classroom training. 

• Able to analyze problems and strategize for better solutions 

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.

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 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

Working Arrangement