Business Process Sr Associate

Position Responsibilities:

• Thoroughly review and assess paperwork requests submitted by clients, agents, and broker-dealers to ensure all transactions and service requests are processed accurately, compliantly, and within established service standards.
• Review and facilitate the reissuance of returned funds originally deposited into contract holders' bank accounts to ensure timely resolution and minimize client impact.
• Generate and review daily operational reports using Cognos to ensure all special handling transactions are processed, monitored, and reported within required timelines.
• Review daily disbursement reports to identify, investigate, and resolve discrepancies promptly, helping to maintain financial accuracy and operational control.
• Perform timely and accurate processing of work items, including Variable and Fixed STOPPYMNT transactions, EFT Rejects, and assigned reporting or special project activities, to meet operational commitments and service expectations.
• Coordinate and resolve check returns, voids, stop payments, and hand-check pull requests to ensure proper governance, risk mitigation, and efficient handling of payment-related exceptions.
• Maintain accountability for the secure handling of all incoming and outgoing funds by ensuring adherence to internal controls, approval requirements, and financial risk management protocols.
• Manage special handling requests from various Business Units, ensuring all required approvals, particularly for high-value transactions, are obtained before the release of funds. This includes expedited deliveries, alternate mailing instructions, and other specialized disbursement requirements to safeguard company assets and maintain client satisfaction.
• Handle check returns, voids, stop payments, and hand-check pull requests to ensure proper control, tracking, and resolution of disbursement-related issues.
• Process stop-payment, cancellation, and reissue requests for checks to prevent unauthorized transactions and ensure funds are redirected accurately to the intended recipient.
• Conduct detailed reviews of checks and supporting documentation to verify that all deposits payable to the company are valid, complete, and in good order prior to acceptance.
• Ensure the accuracy and integrity of Cash Accounting records by correctly entering deposit and withdrawal transactions, supporting reliable financial reporting and reconciliation processes.

Required Qualifications:

• Bachelor's degree or equivalent work experience.
• Experience in financial operations, cash control, reconciliation, disbursements, accounting support, banking operations, or back-office processing.
• Intermediate knowledge of Microsoft Excel and Microsoft Office applications.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Experience in reconciliation, cash management, or financial transaction processing.
• Knowledge of insurance and financial services operations.
• Experience working within SLA-driven environments.
• Exposure to process improvement initiatives and operational controls.

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