Senior Business Analyst

Key team member who will work on business and technology initiatives to identify, document, and analyze business and technical requirements, and provide solutions related to payments processing, real-time money movement, and digital customer experiences.This role supports initiatives including real-time payments (RTR/Real-Time Rails), Interac, debit/credit networks, exchange networks, and modern money movement platforms, as well as the implementation of new technologies and product enhancements across mobile and digital channels.The Business Analyst will work under the guidance of the Product Owner and collaborate closely with engineering, product, and business teams to deliver scalable, customer-centric payment solutions.Position Responsibilities:50% Process and system analysisClarify and translate business requirements into detailed system functionality with a focus on payments and money movement capabilities\Analyze and document end-to-end payment flows, including: Real-Time Rails (RTR), Interac and domestic payment networks, Credit/debit transaction flows, Cross-border/exchange network integrationsReview and analyze APIs supporting payment systems (endpoints, parameters, authentication, error handling)Document API usage and recommend integration approaches for payment gateways and processing platformsDevelop process maps and workflows illustrating end-to-end payment journeys, including API interaction pointsCreate detailed data mapping documents for transaction data, settlement flows, and reconciliation processesUse tools such as Bruno/Postman to test APIs, validate responses, and document payment-related error scenariosPerform incident investigations using SQL to troubleshoot payment failures, delays, or reconciliation issuesSupport operational teams by identifying and resolving payment and transaction-related inquiriesDevelop documentation for new processes, system enhancements, and payment featuresBuild and maintain HTML email templates supporting digital onboarding and payment-related customer communications20% CommunicationProvide effective communication across: Technology, Product, Operations, Sales, Distribution, MarketingTranslate complex technical and payment system concepts into clear, business-friendly languagePartner with stakeholders to improve customer experience (UX/UI) in digital payment journeys30% Collaborate with business & technical partnersConduct discovery sessions with business and technical stakeholders to define payment system requirementsSupport delivery of digital and mobile payment features, ensuring alignment with backend payment infrastructureAssist with user acceptance testing (UAT) for payment flows and system enhancementsWork closely with engineering teams to validate integration with core payment systems and underlying platformsEnsure solutions are aligned with business objectives, compliance, and scalability requirementsContribute to initiatives involving modernization of legacy payment systemsRequired Qualifications:University degree or equivalent business experienceMore than 5 years as Business Analyst in a technology-driven or payments-focused environmentAbility to handle multiple demands and competing prioritiesKnowledge and understanding of project management methodology and workflow designAbility to convey information clearly and effectively through both verbal and written communicationGood organization, problem-solving skills and analytical abilityWork well in independent or team basis as situation dictates.Proven experience as an IT Business Analyst or similar role in a technology-driven environment.Strong skills in requirements gathering, scope definition, and translating business needs into technical specifications.Experience analyzing APIs, including understanding endpoints, parameters, and error handling.Ability to create process maps, workflows, and detailed data mapping documents.Familiarity with API testing tools such as Bruno, Postman, or similar.Proficiency in SQL for production investigation and root cause analysis.Strong written and verbal communication skills to explain technical details to non-technical audiences.Basic knowledge of HTML and ability to build or edit email templates.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 HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .Manulife is an Equal Opportunity EmployerAt 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 View email address on click.appcast.io Salary LocationToronto, OntarioWorking ArrangementHybridSalary range is expected to be between$73,725.00 CAD - $122,875.00 CADEmployees 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 View email address on click.appcast.io 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 View email address on click.appcast.io 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.SummaryLocation: Toronto, Ontario; Waterloo, OntarioType: Full time