Business Analyst - Manulife Bank

Process and System Analysis (50%)

• 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.

Communication (20%)

• 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.

Collaboration with Business and Technical Partners (30%)

• 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.

• University degree or equivalent business experience.

• More than 5 years as a 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.

• Ability to work independently or as part of a team, as the 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.