Process Design Analyst (6-month Short-Term Assignment)

This is a 6-month fixed-term assignment.

The Process Design Analyst plays a key role in enabling exceptional customer experiences by ensuring Contact Center Professionals (CSPs) have access to accurate, timely, and actionable information to support customers, advisors, and providers.

Working closely with Subject Matter Experts (SMEs), Operations, Product, Compliance, Training, and other business partners, the incumbent is responsible for creating, maintaining, and governing knowledge content that supports frontline service delivery across the Affinity Contact Center. The role supports business initiatives, product enhancements, process changes, regulatory requirements, and operational projects by transforming complex information into clear, user-friendly guidance.

As a member of the KM team, the successful candidate will apply best practices, continuous improvement principles, and AI-enabled technologies to improve knowledge quality, accessibility, and employee effectiveness.

Position Responsibilities

• Create, maintain, and govern knowledge articles, procedures, job aids, communications, and other resources used by CSPs.
• Leverage AI-enabled tools and technologies to enhance content creation, maintenance, and knowledge delivery.
• Partner with SMEs and stakeholders to gather, validate, and document customer servicing information.
• Assess impacts of product updates, process changes, regulatory requirements, and business initiatives on knowledge content.
• Translate complex business information into clear, concise, and actionable guidance.
• Support implementation of new products, systems, and operational initiatives through effective knowledge management practices.
• Ensure knowledge assets remain accurate, compliant, current, and aligned with governance standards.
• Identify knowledge gaps and opportunities to improve content quality, usability, and accessibility.
• Represent Knowledge Management on medium to large-scale projects and initiatives.
• Collaborate with cross-functional partners including Operations, Product, Claims, Risk, Compliance, Training, Marketing, Business Consultants, and Project Teams.
• Use operational insights and employee feedback to drive continuous improvement.
• Serve as a trusted KM resource for assigned lines of business.
• Manage multiple priorities in a fast-paced environment.

Required Qualifications

• Excellent written and verbal communication skills in English and French, with the ability to simplify complex information into clear and actionable guidance.
• 2+ years of Contact Center experience, preferably supporting Affinity products and services.
• Strong understanding of contact center operations and customer servicing processes.
• Demonstrated Affinity product knowledge and subject matter expertise.
• Experience creating and maintaining procedures, job aids, knowledge articles, communications, or other business documentation.
• Demonstrated willingness to adopt AI-enabled tools and emerging technologies.
• Strong analytical, research, problem-solving, and critical-thinking skills.
• Proven ability to work independently, demonstrate initiative, and manage competing priorities.
• Strong stakeholder management, relationship-building, and organizational skills.
• Proficiency with Microsoft Office applications and knowledge management platforms

Preferred Qualifications

• Knowledge Management experience within a Contact Center environment.
• Experience supporting Affinity products, policies, and service processes.
• Knowledge of content governance, knowledge lifecycle management, and KM best practices.
• Experience supporting large-scale business initiatives, operational transformations, or process improvement initiatives.
• Experience using operational data, employee feedback, and customer insights to improve knowledge effectiveness.
• Experience leveraging AI, automation, or digital tools to improve employee enablement.
• Familiarity with Lean, Agile, Continuous Improvement, or Project Management methodologies.

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.

LI-HYBRI

The role being advertised is an existing vacancy.

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 [email hidden].

Referenced Salary Location

CAN, Nova Scotia - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$50,100.00 CAD - $83,500.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email hidden] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email hidden] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.