Business Analyst - Manulife Bank at Manulife in Toronto, ON

Job description

The Business Analyst is a key team member who will work on business and technology initiatives to identify, document, and analyze business and technical requirements, and provide solutions related to payments processing, real-time money movement, and digital customer experiences. This role supports initiatives including real-time payments (RTR/Real-Time Rails), Interac, debit/credit networks, exchange networks, and modern money movement platforms, as well as the implementation of new technologies and product enhancements across mobile and digital channels. The Business Analyst will work under the guidance of the Product Owner and collaborate closely with engineering, product, and business teams to deliver scalable, customer-centric payment solutions. Position Responsibilities Process and System Analysis (50%) Clarify and translate business requirements into detailed system functionality with a focus on payments and money movement capabilities. Analyze and document end-to-end payment flows, including: Real-Time Rails (RTR) Interac and domestic payment networks Credit/debit transaction flows Cross-border/exchange network integrations Review and analyze APIs supporting payment systems (endpoints, parameters, authentication, error handling). Document API usage and recommend integration approaches for payment gateways and processing platforms. Develop process maps and workflows illustrating end-to-end payment journeys, including API interaction points. Create detailed data mapping documents for transaction data, settlement flows, and reconciliation processes. Use tools such as Bruno/Postman to test APIs, validate responses, and document payment-related error scenarios. Perform incident investigations using SQL to troubleshoot payment failures, delays, or reconciliation issues. Support operational teams by identifying and resolving payment and transaction-related inquiries. Develop documentation for new processes, system enhancements, and payment features. Build and maintain HTML email templates supporting digital onboarding and payment-related customer communications. Communication (20%) Provide effective communication across: Technology Product Operations Sales Distribution Marketing Translate complex technical and payment system concepts into clear, business-friendly language. Partner with stakeholders to improve customer experience (UX/UI) in digital payment journeys. Collaboration with Business and Technical Partners (30%) Conduct discovery sessions with business and technical stakeholders to define payment system requirements. Support delivery of digital and mobile payment features, ensuring alignment with backend payment infrastructure. Assist with user acceptance testing (UAT) for payment flows and system enhancements. Work closely with engineering teams to validate integration with core payment systems and underlying platforms. Ensure solutions are aligned with business objectives, compliance, and scalability requirements. Contribute to initiatives involving modernization of legacy payment systems. Required Qualification: University degree or equivalent business experience. More than 5 years as a Business Analyst in a technology-driven or payments-focused environment. Ability to handle multiple demands and competing priorities. Knowledge and understanding of project management methodology and workflow design. Ability to convey information clearly and effectively through both verbal and written communication. Good organization, problem-solving skills, and analytical ability. Ability to work independently or as part of a team, as the situation dictates. Proven experience as an IT Business Analyst or similar role in a technology-driven environment. Strong skills in requirements gathering, scope definition, and translating business needs into technical specifications. Experience analyzing APIs, including understanding endpoints, parameters, and error handling. Ability to create process maps, workflows, and detailed data mapping