Business Insights Manager, Operational Analytics

Manulife•Waterloo, ON

4d•Hybrid

About The Position

At Manulife, we believe in making decisions easier and lives better. We are seeking a Business Intelligence Manager who is passionate about connecting data to business outcomes, to drive business performance and improve customer experiences across our Canada segment businesses (Group Benefits, Affinity, IIC, and Bank). The ideal candidate possesses a proven track record in analytics, excels at transforming complex data into executive-ready insights, and demonstrates natural curiosity and a collaborative spirit. You bring a trusted advisor approach, combining analytical rigor and influence, to deliver a partnership that is outstanding across teams.

Requirements

7+ years of experience in Business Intelligence, Data Analytics, Market Research, Management Consulting, or related roles
Proficiency with SQL or other data querying languages
Proficiency with visualization tools such as PowerBI or Tableau
Excellent verbal and written communication, interpersonal, and teamwork skills
Proven track record to lead through influence, manage multiple priorities, and build trusted cross-functional relationships
Naturally curious, with a passion for digging into data to uncover root causes and emerging opportunities
Capabilities with programming language (Python/R)
Familiarity with enterprise data environments and data governance guidelines.

Nice To Haves

Background in Finance, Accounting, Math, Statistics, or related fields
Experience in insurance or financial services is an asset

Responsibilities

Lead efforts to identify trends, anomalies, and opportunities in large datasets; ensure insights are translated into actions with stakeholders
Drive operational analytics maturity (e.g., service level commitments, straight-through processing, repeat calls, NPS) through consistent definitions and reporting
Own the creation and maintenance of enterprise‑grade dashboards and reports using BI and visualization tools such as PowerBI
Proactively identify trends, anomalies, and opportunities within large, complex datasets and communicate findings to senior stakeholders
Lead analysis of end-to-end customer journeys across touchpoints (contact centre, claims, underwriting, digital interactions) to identify friction and moments that matter
Partner with senior leaders to translate business strategy into a performance measurement framework (KPIs, targets, governance) and deliver executive insights that guide key decisions and resource allocation
Act as a subject matter expertise on customer experience insights, lead analysis, form hypotheses, and test drivers of performance to understand customer needs, preferences, and pain points
Manage projects independently from beginning to end including planning, scoping, timelines, and identifying risks and tradeoffs clearly
Build long-term relationships with internal stakeholders across various teams to collect data and business contexts to enable 360 insights and recommendations
Act as a trusted analytics expert, bridging the gap between complex analytics and business partners
Present insights with strong data storytelling and demonstrate organizational influence
Coach and develop analysts: elevate analytical thinking, storytelling, business acumen, and technical practices; provide feedback, growth plans, and performance support as applicable

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
holidays
vacation
personal
sick days
full range of statutory leaves of absence