• Assist in evaluating current business processes to identify inefficiencies, gaps, and improvement opportunities • Gather, organize, and validate data required for process mapping, workflow redesign, and project analysis • Support the BPI Supervisor in building “as‑is” and “to‑be” process maps • Assist with system testing, validation, and configuration tasks, including CargoWise and other technology tools • Participate in implementation activities: UAT testing, system walkthroughs, documentation updates, and user feedback tracking • Support automation initiatives by validating logic, preparing datasets, and assisting with tool rollout • Build and maintain Excel reports, dashboards, and KPI tracking tools with a high degree of accuracy • Perform data cleaning, reconciliation, and trend analysis to support improvement initiatives • Provide daily/weekly reporting updates as assigned • Draft clear and user-friendly SOPs, process maps, job aids, training materials, and reference documentation • Support change management activities, including communication drafts and training coordination • Assist with updating project trackers, documentation repositories, and shared libraries • Complete assigned tasks from the BPI Supervisor on time and with high quality • Help coordinate project activities, follow-ups, and cross-functional meetings • Provide administrative and technical support across improvement initiatives as needed

• Provide exceptional customer service and waste support to clients. • Facilitate communication channels to address customer queries effectively. • Respond to customer inquiries, process orders, prepare correspondence, troubleshoot issues, and fulfill customer needs. • Prepare shipping documents, including manifests, using correct DOT hazardous material descriptions for shipments. • Investigate billing discrepancies, process adjustments, and manage invoicing and collections. • Evaluate treat groups assigned to approved profiles and select pricing sheets.

• Deliver superior customer service to clients and financial advisors • Answer calls on John Hancock’s telephone line • Handle customer inquiries ranging from basic product inquiries to complex transactions

• Provide expert service support as L3 specialist for the service. • Identify, analyze, and develop solutions for complex incidents or problems raised by stakeholders and clients as needed. • Analyze issues and develop tools and/or solutions that will help enable business continuity and mitigate business impact. • Proactive and timely update assigned tasks, provide response and solution within agreed team's timelines. • Problem corrective action plan proposals. • Deploying bug-fixes in managed applications. • Gather requirements, analyze, design and implement complex visualization solutions • Participate in internal knowledge sharing, collaboration activities, and service improvement initiatives. • Tasks may include monitoring, incident/problem resolution, documentations, automation, assessment and implementation/deployment of change requests. • Provide technical feedback and mentoring to teammates