CRM Business Analyst

The CRM Business Analyst, reporting to the Manager of CRM, Growth & Go-to-Market, will function as an individual contributor for the Affinity and Retail Insurance CRM (Salesforce Sales Cloud). This role encompasses responsibility for CRM-related projects, enhancements, maintenance, and direct support for the Insurance Sales Teams.

This unique and vital position is ideal for individuals passionate about optimizing how sales teams engage with their CRM. The successful candidate will provide best practice recommendations and improvements to enhance the CRM experience for our sales teams. Operating within an Agile environment, they will advocate for business stakeholder needs and collaborate with IT partners to implement technological advancements aimed at increasing efficiency and improving user experience.

Key Responsibilities:

Administration and Maintenance of Salesforce– 35%

• Function as the first line of support and troubleshooting for Insurance users, escalating to the appropriate IT Team when necessary.
• Collect and prioritize all incoming requests for the Insurance CRM.
• Build and maintain relationships with various partners to understand stakeholder perspective.
• Act as a central information resource for internal and external business partners.
• Review business requirements with stakeholders to ensure comprehensive understanding and timely delivery of solutions.
• Create detailed user stories.
• Manage the intake of requests and inquiries from various internal stakeholders.
• Develop change management plans for new releases, including communication and training.

Project Management – 50%

• Lead and manage projects that support CRM enhancements.
• Effectively interact with key stakeholders through presentations and demonstrations.
• Represent and advocate for the needs of the Insurance organization in new CRM projects and enhancements.
• Coordinate system releases and implementations with Salesforce IT.
• Work with business partners to prioritize backlog and align business priorities with upcoming work.
• Execute user acceptance testing to ensure that delivered solutions meet expectations.
• Prioritize enhancement requests effectively.

Data Integrity and Management – 15%

• Perform mass data loads and updates as required.
• Engage in regular processes to ensure the CRM remains updated and accurate (e.g., territory changes, salesperson updates).
• Monitor data for cleanliness and integrity actively.

Qualifications:

• Minimum of 3 years’ experience in CRM administration, business analysis, and development.
• Exceptional written and verbal communication skills. Interpersonal skills are valued as highly as Salesforce expertise.
• Exceptional knowledge of Salesforce administration.
• Salesforce certifications are an asset.
• Sales experience is considered an asset.
• Awareness of Insurance wholesaling processes pertaining to financial advisors is an asset.
• General business knowledge and familiarity with analytics and business intelligence tools.
• Experience with Agile Management Frameworks such as Scrum and Kanban is an asset.
• Excellent organizational skills and the ability to multi-task.
• Flexible, creative, and responsive to stakeholder needs.
• Attention to detail is critical.
• Proficiency with Microsoft Office tools, especially Excel, Word, PowerPoint, and Windows.
• Solid team player with a high commitment to quality work and service.
• Highly motivated and driven, able to work with minimal supervision.
• Ability to work directly with senior management within Manulife.
• Ability to develop strong relationships with stakeholders and partners.

Key Challenges:

• Lead Salesforce initiatives that drive growth for stakeholders.
• Stay current and adaptable to new technologies in a rapidly evolving environment.
• Manage multiple tasks with high volume and competing priorities.
• Handle changing priorities and diverse workloads effectively.
• Provide exceptional service in all business relationships while maintaining integrity and accuracy.
• Maintain secure CRM functionalities and data quality to ensure continued business operations.
• Communicate technical concepts to non-technical partners effectively.

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 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

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$57,675.00 CAD - $96,125.00 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.