Operations Senior Specialist

The Operations Senior Specialist will execute structured QA cycles, build repeatable testing and validation processes, and support change coordination. They will also provide capacity depth and reduce single-point dependency on specialized SME knowledge.

Position Responsibilities:

• Build, maintain, and enhance a repeatable QA and production-validation framework for quarterly cycles.
• Execute UAT, BAT, regression, and production-validation testing for assigned communication outputs.
• Document and standardize QA processes, testing frameworks, and validation playbooks.
• Support change coordination and pre-release readiness checks.
• Track defects and validation outcomes; partner on issue resolution.
• Provide backup capacity for SME-level activities under the manager’s guidance.

Required Qualifications:

• Experience in QA, testing, validation, or production readiness.
• Strong attention to detail, analytical thinking, and process discipline.
• Advanced knowledge of the Apollo mainframe platform and associated US Retirement administration systems.
• Exposure to document / communication outputs or production environments preferred.

Systems/Tools:

• Apollo mainframe platform and associated US Retirement administration systems; production monitoring/issue-tracking tools; Microsoft Excel.

P&P Industry Prerequisites & Operating Principles:

• Industry Knowledge: Print/Post foundations, finance & job-costing, materials & inventory, data/billing/reconciliation, compliance & data privacy, digital adoption, continuity & backup, and SLA & delivery performance — calibrated to the role’s domain.
• No Touch Workflow — a bias toward automation; minimize manual handling, assembly, and rework.
• Digital First, not Digital Only — we print what is Required and Requested — challenge unnecessary print while respecting customer, business, and regulatory needs.
• Assertive & Proactive — anticipate risk, prepare for peak and exception scenarios, and drive issues to resolution rather than waiting for escalation.
• Sound Judgment & Disciplined Escalation — raise issues and ideas early with full justification and a thought-through recommendation; align through the appropriate decision forum before action.

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 [email protected].

Referenced Salary Location

Toronto, OntarioHybrid

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 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 [email protected] 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 [email protected] 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.