Customer Service Operations Analyst

locations

Montreal, Quebec time type

Full-time posted on

Posted 4 day(s) ago time left to apply

Deadline: July 24, 2026 (3 days left to apply) job requisition id JR26070454Customer Service Operations Analyst

The Customer Service Operations Analyst plays a crucial role within Customer Service Operations by preparing, validating, and delivering accurate reports for clients, management, audit requests, and other financial reporting needs. This role contributes to maintaining strong operational controls by identifying risks, keeping documentation up-to-date, supporting system access controls, and participating in process improvements. The selected candidate will collaborate with internal and external partners while managing multiple report deadlines with precision, professionalism, and attention to detail. This opportunity offers exposure to customer service, investment-related operations, report production processes, and continuous business transformation initiatives.

Job Responsibilities

• Coordinate, prepare, validate, and deliver reports for clients, management reports, audit requests, statistical data, and other financial reports within required deadlines.
• Establish priorities and manage multiple report deadlines while keeping checklists, files, shared mailboxes, archive directories, and process documentation up-to-date.
• Perform likelihood analyses, explain discrepancies, and support client and fund initiatives such as fund openings and closings, rebalancing, and significant withdrawals.
• Identify, report, and help mitigate weaknesses in financial and operational controls while ensuring compliance with regulatory requirements and internal policies.
• Participate in customer service activities, process improvements, business transformation efforts, investment system testing, projects, cross-training, and collaboration with internal and external business partners.

Required Qualifications

• At least 2 years of experience in customer service.
• Bilingualism in French and English is required. The selected candidate must communicate in both English and French to support clients from various jurisdictions outside Quebec.

Preferred Qualifications

• University degree in accounting, finance, or a related field, an asset.
• Coursework on Canadian securities trading, an asset.
• Experience working with derivatives, futures contracts, pension funds, and investment instruments such as bonds, stocks, short-term investments, and derivatives, an asset.
• Knowledge of Generally Accepted Accounting Principles (GAAP), the financial services sector, investment funds, and investment-related activities, an asset.
• Strong interpersonal skills combined with excellent verbal and written communication skills, along with strong numerical accuracy, analytical skills, attention to detail, good organizational abilities, and the ability to manage multiple tasks, meet deadlines, work autonomously, and collaborate with the team.
• Advanced knowledge and experience with information systems, particularly Microsoft Office, including Excel and Word.

When you join our team

• We will provide you with the means to learn and advance the career you want.
• We will recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As a member of our global team, we will help you shape the future you want to see.

The advertised position corresponds to an existing vacancy.

About Manuvie and John Hancock

Manuvie Financial Corporation is a global leader in financial services that helps people make better decisions and live better lives. To learn more about us, visit www.manuvie.com.

Manuvie is an equal opportunity employer

At Manulife/John Hancock, we value our diversity. We strive to attract, develop, and maintain a workforce that is as diverse as our clients, and to foster an inclusive work environment that leverages the diversity of our employees and the strengths of each individual. We are committed to ensuring fair recruitment, retention, promotion, and compensation, and we administer all our practices and programs without discrimination based on race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, gender (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 legally protected status.

We have made it a priority to eliminate barriers to equal employment opportunity. That is why a Human Resources representative will collaborate with candidates who request reasonable accommodation during the recruitment process. All information provided during the reasonable accommodation request process will be stored and used in accordance with Manuvie's applicable laws and policies. To request reasonable accommodation during the recruitment process, please write to hr@manulife.com.

Salary Reference Region

Montreal, Quebec

Work Arrangement

Hybrid

Salary Scale Should Be Between $52,650.00 CAD - $87,750.00 CAD

Employees also have the opportunity to participate in incentive programs and receive performance-based compensation tied to the company and individual performance. The actual salary will vary based on local market conditions, geographic region, and job-specific factors such as knowledge, skills, qualifications, experience, and training. If you are applying for this position outside your primary location, please contact hr@manulife.com for the applicable salary range in your region.

Manuvie offers eligible employees a wide range of customizable benefits, including medical, dental, mental health, vision care, short-term and long-term disability insurance, life insurance, and DMA insurance, adoption, surrogate maternity, and non-emergency medical benefits, as well as employee assistance and family support programs. We also offer eligible employees various retirement savings plans (including pension plans and an international share ownership program with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, annual leave, personal days, and sick days, and we offer the full range of leave authorized by law. If you are applying for this position in the United States, please write to hr@manulife.com for more information on 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 us or that third parties provide us as part of the application process. To learn more, please review our personal information collection statement.