Key team member who will work on business and technology initiatives to identify, document, and analyze business and technical requirements, and provide solutions related to payments processing, real-time money movement, and digital customer experiences. This role supports initiatives including real-time payments (RTR/Real-Time Rails), Interac, debit/credit networks, exchange networks, and modern money movement platforms, as well as the implementation of new technologies and product enhancements across mobile and digital channels. The Business Analyst will work under the guidance of the Product Owner and collaborate closely with engineering, product, and business teams to deliver scalable, customer-centric payment solutions. Position Responsibilities: 50% Process and system analysis Clarify and translate business requirements into detailed system functionality with a focus on payments and money movement capabilities\ Analyze and document end-to-end payment flows, including: Real-Time Rails (RTR), Interac and domestic payment networks, Credit/debit transaction flows, Cross-border/exchange network integrations Review and analyze APIs supporting payment systems (endpoints, parameters, authentication, error handling) Document API usage and recommend integration approaches for payment gateways and processing platforms Develop process maps and workflows illustrating end-to-end payment journeys, including API interaction points Create detailed data mapping documents for transaction data, settlement flows, and reconciliation processes Use tools such as Bruno/Postman to test APIs, validate responses, and document payment-related error scenarios Perform incident investigations using SQL to troubleshoot payment failures, delays, or reconciliation issues Support operational teams by identifying and resolving payment and transaction-related inquiries Develop documentation for new processes, system enhancements, and payment features Build and maintain HTML email templates supporting digital onboarding and payment-related customer communications 20% Communication Provide effective communication across: Technology, Product, Operations, Sales, Distribution, Marketing Translate complex technical and payment system concepts into clear, business-friendly language Partner with stakeholders to improve customer experience (UX/UI) in digital payment journeys 30% Collaborate with business & technical partners Conduct discovery sessions with business and technical stakeholders to define payment system requirements Support delivery of digital and mobile payment features, ensuring alignment with backend payment infrastructure Assist with user acceptance testing (UAT) for payment flows and system enhancements Work closely with engineering teams to validate integration with core payment systems and underlying platforms Ensure solutions are aligned with business objectives, compliance, and scalability requirements Contribute to initiatives involving modernization of legacy payment systems Required Qualifications: University degree or equivalent business experience More than 5 years as Business Analyst in a technology-driven or payments-focused environment Ability to handle multiple demands and competing priorities Knowledge and understanding of project management methodology and workflow design Ability to convey information clearly and effectively through both verbal and written communication Good organization, problem-solving skills and analytical ability Work well in independent or team basis as situation dictates. Proven experience as an IT Business Analyst or similar role in a technology-driven environment. Strong skills in requirements gathering, scope definition, and translating business needs into technical specifications. Experience analyzing APIs, including understanding endpoints, parameters, and error handling. Ability to create process maps, workflows, and detailed data mapping documents. Familiarity with API testing tools such as Bruno, Postman, or similar. Proficiency in SQL for production investigation and root cause analysis. Strong written and verbal communication skills to explain technical details to non-technical audiences. Basic knowledge of HTML and ability to build or edit email templates. 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. 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 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 hr@manulife.com. Referenced Salary Location Toronto, Ontario Working Arrangement Hybrid Salary range is expected to be between $73,725.00 CAD - $122,875.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location. 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 hr@manulife.com for more information about U.S.-specific paid time off provisions. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. 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/.