We are seeking a Transformation Analyst to play a pivotal role within Insurance Operations Strategy and Transformation team. Reporting directly to the Manager of Business Transformation and Forms, this role offers an exciting opportunity to shape Manulife Insurance’s transformation agenda and deliver measurable outcomes. As a Transformation Analyst, you will partner closely with business stakeholders to facilitate discovery and problem definition, then map current and target-state designs that fundamentally improve how we operate. You excel at simplifying complexity, pinpointing pain points & inefficiency, quantifying impacts, and designing pragmatic solutions that reduce friction, elevate service levels/TATs, and align tightly with strategic objectives. This role supports multiple businesses under the Insurance umbrella (e.g., Retail Insurance, Affinity, Guaranteed Investments). Position Responsibilities: As a Transformation Analyst, you will be responsible for: Understanding Business Impacts: Assess initiatives through a transformation lens—identify and prioritize high-impact, transformation-focused processes across customers, technology, and operating models; define the target state; and design integrated solutions that enable seamless adoption and sustained delivery post-launch. Experience and Performance Insights: Use quantitative and qualitative methods to assess current-state performance and customer/employee experience (e.g., cycle time, productivity, TNPS), translate insights into transformation opportunities, and define success metrics. Change Enablement and Adoption: Partner with change management to design adoption plans, readiness metrics, and stakeholder communications Analytical and Critical Thinking: Utilize your analytical and critical thinking skills to ask pertinent questions, understand business drivers and needs, and bring clarity and precision through detailed business requirements. Relationship Building and Influence: Build and sustain strong partnerships with key stakeholders and teammates, earning trust, fostering collaboration, and inspiring action through a positive, outcome-oriented mindset. Communication and Collaboration: Use your strong communication skills to collaborate with working groups and accurately document business needs. Continuous Learning: Strengthen your toolkit across transformation methods (e.g., Agile, Design Thinking, Lean practices), project/program management, and insurance domain expertise. Required Qualifications: 2 or more years of relevant work experience in business analysis. Experience in Financial Services, especially Insurance would be an asset. Preferred Qualifications: Proficiency with Microsoft Office products is required. Excel, Power Point, Confluence, and JIRA experience would be an asset. Ability to Apply Lean methodology to define problems, measure current performance, analyze root causes, transform processes, and establish controls to sustain gains Ability to Lead cross-functional workshops to define future-state operating models; quantify expected benefits and risks. Strong organizational and problem-solving skills while working in a face-paced environment with changing priorities. Ability to develop positive relationships and effectively lead various sized groups to attain collaborative and innovative solutions. Adaptable and great aptitude for change; reprioritize conflicting workloads and deliverables. Excellent verbal & written communication skills, with ability to adjust for different audiences. Experience with process mapping and/or process design 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 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 $62,850.00 CAD - $104,750.00 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/.