M&A Analyst/Associate executing transactions for EY’s advisory practice. Building financial models, valuations and due diligence analyses for sophisticated clients.
About the role
- Process Design Analyst creating governed, AI-enabled knowledge content for Manulife’s financial-services contact center. Improving customer servicing guidance across products, processes, and regulatory initiatives.
Responsibilities
- Create, maintain, and govern knowledge articles, procedures, job aids, communications, and other resources used by Contact Center Professionals
- 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 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 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 Knowledge Management resource for assigned lines of business
- Manage multiple priorities in a fast-paced environment
Requirements
- Excellent written and verbal communication skills in English and French
- 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
- 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: Knowledge Management experience within a Contact Center environment
- Preferred: Experience supporting Affinity products, policies, and service processes
- Preferred: Knowledge of content governance, knowledge lifecycle management, and KM best practices
- Preferred: Experience supporting large-scale business initiatives, operational transformations, or process improvement initiatives
- Preferred: Experience using operational data, employee feedback, and customer insights to improve knowledge effectiveness
- Preferred: Experience leveraging AI, automation, or digital tools to improve employee enablement
- Preferred: Familiarity with Lean, Agile, Continuous Improvement, or Project Management methodologies
Benefits
- Incentive programs and incentive compensation tied to business and individual performance
- Health, dental, mental health, and vision benefits
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension and global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Flexible environment supporting well-being and inclusion
- Learning and career growth opportunities
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