Quality Analyst
Company Name:
John Hancock
Key Focus:
Accountable for identifying and facilitating correction of processing and related service delivery issues to ensure client and broker/dealer satisfaction with company products and services. Acts as a technical resource for others, provides trend analysis, reports findings and recommends process improvements to management.
Responsibilities
Ability to perform responsibilities of Sr. Annuity Service Representative plus selected additional duties:
Review transactions for accuracy, completeness and adherence to company policies and procedures.
Define, quantify and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required.
Coordinate monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction worktypes.
Provide feedback to Managers on trend analysis, monthly reporting, and representative progress. Communicate processing errors to representatives.
Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
Attend department staff meetings to discuss processing issues and clarification measures.
Recommend process improvements to identify efficiencies and create standardization throughout the department.
Recommended Experience
Post-secondary education or high school diploma and equivalent business experience
18 to 24 months of Annuity Administration experience
NASD Series 6 license is recommended
Knowledge and Skills
Excellent communication skills
Comprehensive knowledge of products
Understands interrelationships between all processing systems
Strong analytical and problem resolution skills
Able to interpret customer service needs
Effective presentation skills and reporting capabilities
Key Differentiator
Able to articulate operational issues and trends to management
Ability to work independently and set priorities with only high level direction
About John Hancock Financial and Manulife
John Hancock Financial is a division of Manulife, a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Operating as Manulife in Canada and Asia, and primarily as John Hancock in the United States, our group of companies offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Funds under management by Manulife and its subsidiaries were C$663 billion (US$591 billion) as at September 30 2014. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on the Internet at .
The John Hancock unit, through its insurance companies, comprises one of the largest life insurers in the United States. John Hancock offers and administers a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, long-term care insurance, college savings, and other forms of business insurance. Additional information about John Hancock may be found at
Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only. Unsolicited agency submissions will not be honored.
JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V
LI-JH
Organization: US Annuities
Title: Quality Analyst
Location: New Hampshire-Portsmouth
Requisition ID: 1408169 Estimated Salary: $20 to $28 per hour based on qualifications.
John Hancock
Key Focus:
Accountable for identifying and facilitating correction of processing and related service delivery issues to ensure client and broker/dealer satisfaction with company products and services. Acts as a technical resource for others, provides trend analysis, reports findings and recommends process improvements to management.
Responsibilities
Ability to perform responsibilities of Sr. Annuity Service Representative plus selected additional duties:
Review transactions for accuracy, completeness and adherence to company policies and procedures.
Define, quantify and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required.
Coordinate monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction worktypes.
Provide feedback to Managers on trend analysis, monthly reporting, and representative progress. Communicate processing errors to representatives.
Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
Attend department staff meetings to discuss processing issues and clarification measures.
Recommend process improvements to identify efficiencies and create standardization throughout the department.
Recommended Experience
Post-secondary education or high school diploma and equivalent business experience
18 to 24 months of Annuity Administration experience
NASD Series 6 license is recommended
Knowledge and Skills
Excellent communication skills
Comprehensive knowledge of products
Understands interrelationships between all processing systems
Strong analytical and problem resolution skills
Able to interpret customer service needs
Effective presentation skills and reporting capabilities
Key Differentiator
Able to articulate operational issues and trends to management
Ability to work independently and set priorities with only high level direction
About John Hancock Financial and Manulife
John Hancock Financial is a division of Manulife, a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Operating as Manulife in Canada and Asia, and primarily as John Hancock in the United States, our group of companies offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Funds under management by Manulife and its subsidiaries were C$663 billion (US$591 billion) as at September 30 2014. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on the Internet at .
The John Hancock unit, through its insurance companies, comprises one of the largest life insurers in the United States. John Hancock offers and administers a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, long-term care insurance, college savings, and other forms of business insurance. Additional information about John Hancock may be found at
Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only. Unsolicited agency submissions will not be honored.
JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V
LI-JH
Organization: US Annuities
Title: Quality Analyst
Location: New Hampshire-Portsmouth
Requisition ID: 1408169 Estimated Salary: $20 to $28 per hour based on qualifications.
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