Senior Insurance Operations & Advisor Servicing Analyst

The Insurance Operations & Advisor Servicing Consultant  plays a critical role within the MGA Operations team, supporting the end-to-end lifecycle of insurance business across new business processing, Inforce servicing, and advisor onboarding and contracting. This role is responsible for optimizing workflows, delivering operational reporting and insights, and managing ad hoc inquiries and projects to enhance efficiency, accuracy, and service quality.

This person will act as a key liaison across internal teams and external partners, ensuring seamless operational execution and continuous process improvement

Position Responsibilities:

Operational Support & Workflow Management:

• Oversee and monitor workflows across:

  • New business processing

  • Inforce policy servicing

  • Advisor onboarding, transfers, and contracting

• Identify bottlenecks, inefficiencies, and service gaps; recommend and implement improvements

• Ensure service level agreements (SLAs) and turnaround times are met or exceeded

• Support process documentation and standardization across operational functions

Reporting & Analytics:

• Develop, maintain, and enhance operational dashboards and reports

• Analyze key performance indicators (KPIs), including volumes, turnaround times, and error rates

• Provide actionable insights and recommendations to leadership based on trends and data analysis

• Support forecasting and capacity planning activities

Ad Hoc Inquiries & Issue Resolution:

• Respond to complex operational inquiries from internal stakeholders, advisors, and carriers

• Investigate and resolve escalated issues related to new business, policy servicing, or contracting

• Ensure timely and accurate communication of resolutions and updates

Projects & Continuous Improvement:

• Participate in and lead operational projects, including system enhancements, process redesign, and automation initiatives

• Collaborate with cross-functional teams (e.g., Sales, Compliance, IT, and Carrier Relations)

• Contribute to change management activities, including training and communication

Onboarding, Transfers & Contracting Support:

• Provide oversight and support for advisor onboarding processes, including licensing, contracting, and carrier appointments

• Monitor transfer activities and ensure accuracy and compliance

• Identify opportunities to streamline onboarding and contracting workflows

Required Qualifications:

• University degree in Business Administration, Finance, or a related field

• 3–5 years or more of experience in insurance operations, MGA environments, or financial services

• Strong understanding of new business and inforce policy lifecycle as well as Advisor onboarding and contracting processes

• Experience with workflow tools, CRM systems, or policy administration platforms preferred

Preferred Qualifications:

• Analytical mindset: Strong ability to interpret data and provide meaningful insights

• Process improvement: Experience identifying efficiencies and implementing improvements

• Attention to detail: High degree of accuracy in a fast-paced environment

• Communication: Excellent written and verbal communication skills

• Problem-solving: Ability to manage complex inquiries and resolve issues effectively

• Organization & time management: Ability to manage multiple priorities and deadlines

• Collaboration: Strong interpersonal skills and ability to work cross-functionally

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.

The role being advertised is an existing vacancy.

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.

Referenced Salary Location

Toronto, OntarioHybrid

Salary range is expected to be between

$55,125.00 CAD - $91,875.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our 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. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about 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 to us or third parties in the application process. For more information, please refer to our personal information collection statement.