Assistant Manager, Business Analyst

This role is responsible for supporting the department in driving change management, re-engineering of business processes, and enhancing systems to achieve operational efficiencies and service excellence. Support the activities that drive continuous improvement of efficiency and effectiveness of people, processes, and systems through Human Centred Design. Responsible for the overall coordination, implementation, execution, control, and completion of key processes and value streams, ensuring consistency with company strategy, goals, and compliance with regulatory requirements. Responsibilities Support key deliverables in projects, system enhancements, and processes that comply with regulatory and risk management controls, corporate policies, procedures, and guidelines. Collaborate with key stakeholders on deliverables outputs, timelines, and requirement criteria, establishing structure, developing and maintaining plans, identifying/managing risks, and monitoring/reporting progress. Identify and evaluate system gaps and recommend solutions for system enhancement to achieve defined levels of improvement in efficiency and productivity. Map and design customer journeys (from e-submission to issuance) across different business processes, platforms, and back-end systems. Coordinate and gather requirements from different teams to ensure accurate and complete information for the users. Work closely with business analysts, developers, business users, and team members to understand business requirements. Create user flows, process flows, and maps to communicate the customer journey and system integration points. Support process/transaction changes with compliance and adherence to regulations. Assess the impact and changes to business rules and systems. Contribute to product development, define system and process requirements to support new products. Perform impact analysis on existing current processes/systems, sign off business requirement documents, and test plans. Establish User Acceptance Testing (UAT) test scenarios and execute UAT plans in accordance with the agreed timeline and specifications. Ensure quality of UAT for successful implementation to production. Prepare documentation and update operations guides. Conduct periodic fact checks post-implementation to ensure outcomes and changes meet expected results. Actively support Client Management and multiple distribution channels by providing necessary training and information on business rules and processes to staff and external parties. Support operational activities by assisting users in resolving production errors and liaising with IT & BA on proposed solutions. Provide support for external and internal audits to ensure that the operations team abides by the procedures set, acceptance of risk is within the acceptance criteria, and identify any gaps for further enhancements and improvements. Continuous improvement and customer centricity; identify areas of opportunity through analysis and develop recommendations for improvement. Ability to translate issues and problems into effective business solutions. Adopt agile methodology in the implementation of deliverables. Preferred Qualifications: Minimum degree qualifications Minimum 4 years of working experience in Life Insurance Operations / SME / System / Business Analysis work Good organization and multi-tasking skills Good problem-solving and decision-making skills Good process design and improvement skills. Strong people and interpersonal communication skills Client centricity skills Good understanding of the principles of insurance products (life, disability, health, medical, universal life, investment-linked, accidental products) Good understanding of the regulatory aspects of the life, health, and investment-linked insurance industry (MAS, LIA, CPF Board, MOH, MOM) 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 . 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 . #J-18808-Ljbffr