Manager, Global Operational Resilience

Manulife John Hancock; Quezon City; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

Manulife John Hancock seeks a Manager, Global Operational Resilience to act as the first-line SME for Archer COS, BIA and BCP modules. You will guide global stakeholders, improve consistency in resilience deliverables and support readiness for audits and regulatory reviews.

You will lead development of practical templates, checklists, SOPs, user guides and training materials, and collaborate with risk management in Group Functions as needed.

Qualifications

• Strong foundation in operational risk management and business operational resilience.

Responsibilities

• Act as first-line SME for Archer COS, BIA and BCP modules and guide global stakeholders in Archer end-to-end activities.
• Develop and maintain first-line BCM and resilience tools, templates, checklists, SOPs, user guides and training materials.
• Coordinate with system, methodology and program owners to resolve issues and communicate changes to global users.
• Lead user acceptance testing, readiness activities and adoption of Archer module enhancements.

Job description

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 will serve as the first-line subject matter expert for the Archer Operational Resilience and Business Continuity modules, providing process, procedural, data-quality, and user support to global stakeholders. The position will help stakeholders understand and meet applicable standards, improve the quality and consistency of business continuity and operational resilience deliverables, and maintain readiness for second-line oversight, audit, and regulatory review.

The role will also lead the development and maintenance of practical first-line tools, templates, checklists, standard operating procedures, user guides, and training materials. Working closely with the reporting manager, the role will also be responsible for supporting Group Functions risk management activities where appropriate.

This position requires a strong foundation in operational risk management, with practical experience in business operational resilience, risk and control processes, or related disciplines. The successful candidate will be comfortable working across multiple functions, geographies, and stakeholder groups in a global, matrixed environment.

Position Responsibilities:

1. Archer Resilience Subject Matter Expertise

   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 or clarifications and support users in interpreting methodology requirements and applying them consistently through system solution.

   Coordinate with relevant system, methodology, and program owners to resolve issues and communicate changes to global users.

   Lead and own some of the user acceptance testing, implementation readiness, release communications, and adoption activities related to enhancements to the Archer modules, where required.

   Monitor the completeness, accuracy, consistency, and timeliness of information maintained in Archer and work with stakeholders to address identified gaps.

   Maintain an organized repository of current Archer guidance, frequently asked questions, job aids, and supporting materials.

2. First-Line Tools, Templates, Procedures, and Quality Enablement

   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, standard operating procedures, process maps, desktop procedures, frequently asked questions, examples, and other job aids.

   Ensure first-line materials accurately reflect the current BCM Standard, Operational Resilience methodology, Archer processes, governance requirements, and stakeholder responsibilities.

   Establish clear minimum quality expectations and review criteria for key BCM and operational resilience deliverables.

   Create practical quality-control checklists that stakeholders can use before submitting information for review or approval.

   Oversee document governance practices, ensuring clear ownership, appropriate approvals, effective version control, defined review cycles, and accurate change history.

   Identify opportunities to simplify processes, reduce duplication, improve usability, strengthen data quality, and enhance consistency across segments.

   Analyze recurring questions, errors, review findings, and stakeholder feedback to identify systemic issues and potential process improvements.

   Contribute business requirements and subject matter expertise to process, reporting, automation, and technology improvements.

   Champion continuous improvement by ensuring lessons learned from reviews, exercises, incidents, audits, and stakeholder feedback are translated into enhancements to tools, processes, and guidance.

3. Specific BCM and Operational Resilience Compliance Support

   Lead segment specific stakeholders in understanding and effectively implementing the enhanced BCM Standard and Operational Resilience methodology.

   Perform first-line quality assurance reviews to assess whether documentation is complete, internally consistent, supported by appropriate rationale, and aligned with applicable standards and methodology.

   Ensure non-compliance, documentation gaps, overdue activities, and inconsistent application of requir