Bank Operations Senior Associate

Position Responsibilities

• Process all In Good Order (IGO) and Not In Good Order (NIGO) in-force non-financial transactions for Deposit, Investment, and Mortgage products .Identify complex cases requiring further review and escalate to Level II processors as needed.
• Complete assigned tasks within established daily cut-off times, as outlined in the service schedule.
• Collaborate directly with business units to address issues, inquiries, and concerns related to Manulife Bank’s products and processes.
• Ensure compliance with Anti-Money Laundering (AML) guidelines, including the application of enhanced due diligence for Politically Exposed Persons (PEPs) , high-risk clients, and regulatory requirements.
• Identify training needs and develop training plans for team members, new hires, or personal development; provide day-to-day support and guidance to less experienced staff.

Required Qualifications

• Bachelor’s degree in Banking and Finance, Management, Accounting , or any business-related field.
• Preferably with relevant experience in bank operations or financial institutions .
• For internal candidates: Consistently meet service quality and productivity metrics over the past six months (e.g., Call Quality, IAT QA, Adherence, Attendance ).
• Strong written and verbal communication skills in English.
• Ability to analyze and understand problem statements, and accurately interpret customer information.

Preferred Qualifications

• Demonstrated ability to compose clear, concise, and grammatically correct emails .
• Minimum typing speed of 30 words per minute , with strong system navigation skills.
• Excellent organizational and time management skills , with the ability to work independently, adapt to changing priorities, and meet tight deadlines.
• Strong problem-solving and critical-thinking abilities .
• Sound judgment and effective decision-making skills .

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 hr@manulife.com .

Working Arrangement

Hybrid