Manager, Global Operational Resilience

Company 81 - Manulife Data Services Inc.

Manila

Hybrid

PHP 2,000,000 - 3,200,000

Full time

8 days ago

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Job summary

Manulife/John Hancock is seeking a Manager, Global Operational Resilience to act as a first-line SME supporting global resilience activities and the development of tools, templates, checklists, SOPs, user guides, and training materials. You will partner with the onshore team to standardize BCM and resilience deliverables and ensure readiness for oversight, audits, and regulatory reviews.

The role involves guiding stakeholders on business impact analysis, recovery requirements, scenario testing,

Qualifications

5–7 years in operational risk management and related fields.
At least 2 years in business continuity or resilience.
Experience supporting global risk-management programs.
Experience developing tools, templates, procedures, and training materials.
Experience coordinating multiple stakeholders and deadlines.
Experience governance reporting, audits, or regulatory readiness.
Financial services or insurance experience preferred.

Responsibilities

Act as first-line SME for Archer COS, BIA, and BCP modules and provide practical guidance to global stakeholders on completing and maintaining business continuity and COS end-to-end activities in Archer.
Guide and support stakeholders with questions related to business impact analysis, business continuity plans, recovery requirements, critical operations and services, dependencies, scenario testing, action plans, and documentation.
Identify recurring user issues, data-quality concerns, and gaps and recommend practical improvements; coordinate with owners to resolve.
Own user acceptance testing, implementation readiness, release communications, and adoption activities related to Archer enhancements.
Monitor completeness, accuracy, and timeliness of Archer information and maintain an organized repository of guidance, FAQs, and training materials.
Lead collaboration to develop standardized first-line BCM and resilience tools; create templates, checklists, SOPs, and job aids; ensure alignment with standards.
Lead segment stakeholders in understanding enhanced BCM Standard and Operational Resilience; perform QA reviews and address non-compliance and gaps; support remediation and governance.

Skills

Operational risk

Risk & control

Business continuity

Operational resilience

Audit & compliance

Stakeholder coordination

Documentation tools

Regulatory readiness

Tools

Archer

Documentation tools

Job description

Manager, Global Operational Resilience

The Manager, Global Operational Resilience is a first‑line subject matter expert responsible for supporting the effective implementation and execution of Manulife’s operational resilience related activities globally. The role provides process, procedural, data‑quality, and user support to global stakeholders, ensuring understanding and compliance with standards and readiness for oversight, audit, and regulatory review. It also leads the development and maintenance of tools, templates, checklists, SOPs, user guides, and training materials. Working closely with the reporting manager, the role supports Group Functions risk management activities.

Position Responsibilities

Act as the first-line subject matter expert for the Archer Critical Operations & Services (COS), Business Impact Assessment (BIA) and Business Continuity Plan (BCP) modules and provide practical guidance to global stakeholders on completing and maintaining business continuity and COS end‑to‑end activities in Archer. Guide and support stakeholders with questions related to business impact analysis, business continuity plans, recovery requirements, critical operations and services, dependencies, scenario testing, action plans, and associated documentation. Identify recurring user issues, process gaps, unclear requirements, and data‑quality concerns and recommend practical improvements. Coordinate with system, methodology, and program owners to resolve issues and communicate changes to global users. Own user acceptance testing, implementation readiness, release communications, and adoption activities related to Archer enhancements. Monitor completeness, accuracy, consistency, and timeliness of information in Archer and work with stakeholders to address gaps. Maintain an organized repository of current Archer guidance, FAQs, job aids, and supporting materials.
Lead collaboration with the onshore team to develop, implement and enhance standardized first‑line BCM and operational resilience tools and supporting materials. Develop and maintain templates, checklists, user guides, SOPs, process maps, desktop procedures, FAQs, examples, and other job aids. Ensure materials accurately reflect the current BCM Standard, Operational Resilience methodology, Archer processes, governance requirements, and stakeholder responsibilities. Establish clear quality expectations and review criteria for key BCM and operational resilience deliverables. Create practical quality‑control checklists, oversee document governance practices, identify opportunities to simplify processes, reduce duplication, improve usability, strengthen data quality, and enhance consistency across segments. Analyze recurrent questions, errors, review findings, and stakeholder feedback to identify systemic issues and process improvements. Contribute business requirements and subject matter expertise to process, reporting, automation, and technology improvements. Champion continuous improvement by translating lessons learned from reviews, exercises, incidents, audits, and stakeholder feedback into enhancements.
Lead segment‑specific stakeholders in understanding and implementing the enhanced BCM Standard and Operational Resilience methodology. Perform first‑line quality assurance reviews to assess documentation completeness, internal consistency, and alignment with standards. Identify non‑compliance, gaps, overdue activities, and inconsistent application of requirements; raise issues with clear visibility of material risks. Partner with acceptable stakeholders to develop remediation actions and monitor progress. Support stakeholders in documenting critical processes, operations, services, recovery requirements, upstream and downstream dependencies, third‑party, technology, facilities, people, and other resources. Collaborate in planning and executing business continuity exercises, scenario testing, lessons‑learned activities, and remediation tracking. Maintain evidence of effective execution and support preparation for second‑line reviews, internal audit, regulatory examinations, and other assurance activities. Build working relationships with segments, Enterprise Business Resilience, Operational Risk Management, Technology, Third‑Party Risk Management, Audit, Compliance, and other partners.
Lead the development and delivery of operational resilience learning and capability‑building initiatives for segment stakeholders across multiple geographies and time zones. Facilitate workshops, information sessions, office hours, onboarding sessions, and targeted refresher training. Translate complex methodology and system requirements into clear, audience‑appropriate guidance. Develop facilitator materials, participant guides, demonstrations, case studies, knowledge checks, and supporting content. Tailor training to stakeholder roles, responsibilities, maturity, and identified needs while preserving consistent enterprise requirements. Provide oversight and direction for stakeholder communications related to methodology changes, standard updates, Archer enhancements, key milestones, submission requirements, and upcoming activities. Manage and govern stakeholder questions, training feedback, and recurring areas of misunderstanding to inform future materials. Promote a culture of preparedness, accountability, sound risk management, and continuous learning.

Key Deliverables

Expert first‑line use of the Archer Resilience modules.
Timely and accurate completion of applicable business continuity and operational resilience deliverables.
Improved quality, consistency, traceability, and audit readiness of first‑line documentation.
A controlled and current library of templates, checklists, procedures, user guides, and training materials.
Effective global training and stakeholder enablement.
Timely identification and escalation of non‑compliance, quality concerns, and execution risks.
Sustainable improvements to first‑line processes based on lessons learned, review findings, and stakeholder feedback.

Required Qualifications

Five to seven years of relevant professional experience in operational risk management, risk and control management, business continuity management, operational resilience, audit, compliance, enterprise risk management, or a closely related discipline.
At least two years of practical experience in business continuity, operational resilience, crisis preparedness, disaster recovery, or a related resilience discipline.
Experience supporting risk‑management programmes within a complex, global, or matrixed organisation.
Experience developing tools, templates, procedures, user guides, checklists, or training materials.
Experience coordinating multiple stakeholders, deliverables, dependencies, and deadlines.
Experience performing quality assurance or completeness reviews of risk, control, BCM, or operational resilience documentation.
Experience supporting governance reporting, issue tracking, remediation monitoring, audit readiness, or regulatory readiness.
Financial services or insurance industry experience is strongly preferred.

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

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.

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

Hybrid

Awards