Senior IT Business Analyst (Insurance Operations & Customer Administration System)

Senior IT Business Analyst (Insurance Operations & Customer Administration System)

We are seeking a Senior Insurance Business Analyst to support our ongoing transformation initiatives by driving upstream quality, strengthening Journey Based Testing (JBT), and owning Customer Administration System (CAS) functional analysis.

This role sits within the transformation organization and plays a critical role in improving requirements quality, functional test effectiveness, and overall QA maturity. The successful candidate will act as the primary CAS Business Analyst, with strong insurance domain and technical understanding.

Position Responsibilities:

• Lead end‑to‑end business analysis across insurance transformation initiatives

• Produce clear, testable, and high‑quality requirements (BRDs, functional specs, user stories, acceptance criteria)

• Act as primary BA for the Customer Administration System (CAS), covering customer lifecycle, master data, and integrations

• Drive Journey‑Based Testing (JBT) by defining end‑to‑end customer journeys and enabling meaningful test scenarios

• Partner with QA teams to improve functional test coverage, scenario depth, and defect prevention

• Contribute to QA maturity improvement initiatives including shift‑left and test quality uplift

• Support Agile delivery ceremonies and collaborate with Business, IT, QA, and Vendors

Required Qualifications:

• 8+ years of Business Analysis experience, preferably in Insurance Operations

• Strong experience with Customer Administration Systems (CAS) or equivalent

• Solid understanding of customer lifecycle management and insurance processes

• Bachelor’s degree in IT, Business, or related discipline

• BA / Agile / Insurance certifications preferred but not mandatory

• Strong requirements drafting skills with a focus on testability and quality

• Good technical understanding of databases, data models, and SQL querying

• Proven ability to work closely with QA and Testing teams

• Experience working in Agile / Scrum environments

• Exposure to Alibaba Cloud (AliCloud)

• Experience with integration‑heavy architectures (APIs, events)

• Prior involvement in Journey‑Based Testing (JBT) or QA transformation programs

• Experience supporting data migration or reconciliation

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.

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.

Working Arrangement