Business Analyst – AdminAdvantage Operational Controls

Manulife • Waterloo, ON

1d • CA$56,175 - CA$93,625 • Hybrid

About The Position

The AdminAdvantage team within Group Benefits Operations is seeking a Business Analyst to strengthen and sustain our operational controls. This role is critical to ensuring that controls are well-designed, properly monitored, automated where possible, and operating effectively to support accurate, timely, and compliant administration services. This position is ideal for someone who is passionate about operational risk management, enjoys partnering closely with operations teams, and excels at turning data, reporting, and automation into meaningful control insights. You will work closely with AdminAdvantage operations and business leaders to ensure controls are embedded into daily workflows and supported by reliable data and tools. This role connects people, processes, data, and technology to protect the end-to-end operational experience for clients and members.

Requirements

• Strong experience in operational controls, operational risk, or control monitoring within business operations.
• Proven ability to build and interpret control reporting and operational metrics.
• Strong analytical skills with hands-on experience validating and reconciling data.
• Experience partnering closely with operations teams to support execution and issue resolution.
• Solid business analysis skills including requirements gathering, process mapping, and impact analysis.
• Comfort working with systems, automation tools, and datasets.
• Excellent communication skills, with the ability to explain control outcomes to both technical and non-technical audiences.
• Ability to work through ambiguity and manage competing priorities in an operational environment.

Nice To Haves

• Experience in group benefits administration or financial/insurance operations.
• Familiarity with operational risk frameworks or internal control environments.
• Strong working knowledge of tools such as Excel, SQL, Power BI (or similar), Jira, and Confluence.
• Experience supporting automated or system-based controls.
• Exposure to Lean, continuous improvement, or process optimization approaches.

Responsibilities

• Design, document, and maintain operational controls that mitigate risk across AdminAdvantage processes.
• Assess control effectiveness and identify gaps, breakdowns, or emerging risks.
• Support control remediation activities and track issues through resolution.
• Ensure controls are embedded into operational processes rather than operating as standalone activities.
• Analyze control results and exceptions to identify trends, root causes, and improvement opportunities.
• Ensure reporting is accurate, timely, and actionable for operational leaders.
• Partner with stakeholders to continuously improve control measurement and visibility.
• Support and monitor automation tools and system-based controls to ensure they are functioning as intended.
• Partner with technology teams to validate automation logic, triggers, thresholds, and outputs.
• Identify opportunities to enhance or automate manual controls to improve consistency and efficiency.
• Support issue investigation when automated controls fail or produce unexpected results.
• Perform data validation, reconciliations, and reasonableness checks to ensure control outputs are reliable.
• Investigate data anomalies and partner with operations or technology teams to resolve root causes.
• Ensure upstream and downstream data dependencies supporting controls are clearly understood and documented.
• Promote strong data governance and disciplined use of control data.
• Act as a trusted partner to AdminAdvantage operations teams, helping them understand control expectations and outcomes.
• Translate control results into clear, operationally relevant insights.
• Support operational teams during control changes, enhancements, or issue remediation.
• Provide guidance and clarity to frontline teams on control execution and documentation.
• Translate operational and control needs into clear business requirements for reporting, automation, and enhancements.
• Conduct impact assessments for control changes across people, process, and systems.
• Support user acceptance testing (UAT) and production validation for control-related changes.
• Identify opportunities to simplify controls, reduce manual effort, and improve sustainability.
• Apply structured problem-solving and continuous improvement methodologies to enhance the control environment.
• Balance risk mitigation with operational efficiency and practicality.

Benefits

• 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.
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed