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About the Role

This role is for a 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. The role supports initiatives including real-time payments, 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 collaborate closely with engineering, product, and business teams to deliver scalable, customer-centric payment solutions.

Responsibilities

Clarify 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 integrations
Review and analyze APIs supporting payment systems (endpoints, parameters, authentication, error handling)
Document API usage and recommend integration approaches for payment gateways and processing platforms
Develop process maps and workflows illustrating end-to-end payment journeys, including API interaction points
Create detailed data mapping documents for transaction data, settlement flows, and reconciliation processes
Use tools such as Bruno/Postman to test APIs, validate responses, and document payment-related error scenarios
Perform incident investigations using SQL to troubleshoot payment failures, delays, or reconciliation issues
Support operational teams by identifying and resolving payment and transaction-related inquiries
Develop documentation for new processes, system enhancements, and payment features
Build and maintain HTML email templates supporting digital onboarding and payment-related customer communications
Provide effective communication across: Technology, Product, Operations, Sales, Distribution, Marketing
Translate complex technical and payment system concepts into clear, business-friendly language
Partner with stakeholders to improve customer experience (UX/UI) in digital payment journeys
Conduct discovery sessions with business and technical stakeholders to define payment system requirements
Support delivery of digital and mobile payment features, ensuring alignment with backend payment infrastructure
Assist with user acceptance testing (UAT) for payment flows and system enhancements
Work closely with engineering teams to validate integration with core payment systems and underlying platforms
Ensure solutions are aligned with business objectives, compliance, and scalability requirements
Contribute to initiatives involving modernization of legacy payment systems

Requirements

University degree or equivalent business experience
More than 5 years as Business Analyst in a technology-driven or payments-focused environment
Ability to handle multiple demands and competing priorities
Knowledge and understanding of project management methodology and workflow design
Ability to convey information clearly and effectively through both verbal and written communication
Good organization, problem-solving skills and analytical ability
Work 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

Skills

Payments processing
Real-time money movement
Digital customer experiences
Real-time payments (RTR/Real-Time Rails)
Interac
Debit/credit networks
Exchange networks
Modern money movement platforms
API analysis
Process mapping
Workflow design
Data mapping
API testing tools (Bruno, Postman)
SQL
HTML
Project management methodology

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

More than 5 years

Education Level

University degree or equivalent business experience

Salary/Compensations

$73,725.00 CAD - $122,875.00 CAD

Benefits

Opportunity to participate in incentive programs and earn incentive compensation
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
Holidays, vacation, personal, and sick days
Full range of statutory leaves of absence

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
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.

Equal Opportunity

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.