Description
Are you excited about being part of an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business? Then we would love to have you join our FutureChoice Retirement Services Team as a Member Processing Operational Analyst! You will help to shape a new retirement recordkeeping and operations ecosystem including the complimentary tenets of people, process, technology, and data. You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence.
Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock experience. This position is part of our US Retirement, FutureChoice Member Services team, where you will have responsibilities that include, but are not limited to risk mediation, reporting, process enhancement, procedure administration, project management, and administration for Operations.
This is a full-time hybrid opportunity requiring you to be in-office just three (3) days per week, Tuesday- Thursday. Monday and Friday will be work from home days.
Responsibilities
- Accurately process a variety of plan-related transactions, such as contributions, distributions, and rollovers, ensuring compliance with regulatory guidelines and internal service level agreements (SLAs).
- Improve customer experience by maintaining high service standards and proactively addressing issues to improve participant satisfaction.
- Provide knowledgeable support to internal stakeholders on all aspects of 401(k) payment and transaction processing, encouraging effective service collaboration.
- Maintain data integrity by keeping participant records accurate and up-to-date, ensuring compliance with quality and audit standards.
- Contribute to process improvement initiatives by identifying inefficiencies, recommending solutions, and supporting the implementation of enhancements.
Required Qualifications:
- Prior experience in the insurance, retirement, or broader financial services industry, with a strong understanding of operational workflows and regulatory environments.
- Post-secondary education in business, finance, or a related field. Equivalent work experience will also be considered.
- Demonstrated ability to process high volumes of data with precision. Strong attention to detail and a commitment to accuracy in all aspects of member recordkeeping and transaction processing.
- Demonstrated experience with 401(k) retirement products, including an in-depth understanding of plan design, administration, and regulatory compliance.
- Proficient in using the Omni platform, with the ability to leverage its features for efficient retirement plan management and operations.
Preferred Qualifications:
- Familiarity with 401(k) and pension plan administration, including contribution processing, distributions, loans, and compliance requirements, is highly desirable.
- Demonstrated capability to balance multiple cases simultaneously in a fast-paced environment, ensuring quality and compliance standards are met.
- A proactive attitude with the ability to take ownership of issues, investigate discrepancies, and follow through to resolution with minimal direction.
- Strong interpersonal skills with the ability to work optimally both independently and as part of a team. Capable of building positive relationships with internal stakeholders and external partners.
- A commitment to delivering a high-quality experience for plan participants and sponsors, with a focus on responsiveness, emotional intelligence, and professionalism.
- Comfortable navigating change, learning new systems, and contributing to process improvements in a growing and evolving department.
