Customer Reporting Business Analyst at Manulife in Waterloo, ON

Job description

The Customer Reporting Business Analyst plays an important role in ensuring that customer statements and trade confirmations are accurate , timely, clear, and compliant with operational and regulatory requirements. In this role, you will support the end-to-end statement production process by documenting requirements, validating statement content and composition, investigating issues, and collaborating with Operations and Technology teams throughout implementation. Your work will help deliver reliable customer experience, reduce operational risk, and strengthen the processes and controls that support these important communications. This is an opportunity to build deep business knowledge, influence meaningful change, and contribute to a collaborative team focused on quality and continuous improvement. Position Responsibilities: Lead business analysis activities related to semi-annual customer statement production, and trade confirm production including documenting business requirements and maintaining clear supporting documentation. Create and execute statement composition testing to validate customer information, required disclosures, calculations, formatting, business rules, and the overall presentation of statements. Collaborate with business specialists to coordinate the printing and mailing of customer statements. Actively contribute to new product initiatives by providing subject matter expertise, documenting distribution requirements, and conducting user acceptance testing. Analyze customer statement processes, content, data, and production exceptions to identify gaps, risks, root causes, and opportunities to improve statement quality and delivery. Develop and maintain detailed documentation for segregated fund statement content, calculation, composition, and distribution rules, as well as related process documents, test scenarios, and procedures. Coach and train team members, share statement-related knowledge, and promote consistent execution of statement analysis, testing, and production activities. Collaborate with Operations, Technology, Risk, Compliance, relevant projects, and other business partners to implement statement changes, resolve production issues, and strengthen controls and the customer statement experience. Required Qualifications: At least three years of experience in business analysis, operations, customer reporting, customer communications, data analysis, or a related role within financial services or another regulated environment. At least two years of experience using Microsoft Excel to analyze, reconcile, and validate statement data and investigate issues. Experience documenting statement content and distribution requirements, performing composition or user acceptance testing, and supporting statement implementation and production activities. Experience preparing and presenting risk reviews, recommendations, workarounds, or approval requests to senior stakeholders. Strong analytical skills, a high degree of accuracy, and close attention to detail. Excellent written and verbal communication skills, with the ability to explain complex information to technical and non-technical audiences. Post-secondary education in business administration, finance, data analytics, information systems, or a related field, or equivalent relevant experience. Preferred Qualifications: Experience with semi-annual customer statements, statement composition, print and mail coordination, or other high-volume customer communications. Knowledge of segregated funds, investment or insurance products, and financial services operations. Experience supporting new product projects and providing subject matter expertise to business and technology teams. Experience with statement composition platforms, print and mail workflows, data queries, or tools used to support customer statement production. Experience coaching or training colleagues and creating detailed business or process documentation. Bilingualism (English and French) is an