Senior Support Specialist

Manulife John Hancock; Quezon City; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Manulife John Hancock seeks a Senior Support Specialist to document risk processes, build Power BI dashboards, and lead Archer administration. You will collaborate across teams to enhance controls and automate workflows, applying Visio flowcharts for clear process visuals.

The role emphasizes risk assessment, AI-driven improvements, and strong communication to influence stakeholders in a hybrid work environment.

Qualifications

• 4-6+ years' experience in Operational Risk, BCM, Risk Management, Controls, Audit, or related governance.
• Strong OSFI E-21 BCM knowledge and connections to Crisis/Incident/Disaster Recovery, and Third-Party Risk.
• Hands-on RSA Archer administration, including user access and data quality monitoring.
• Proficiency in Power BI for dashboards, reporting, analytics.
• Proficiency in Power Automate for workflow automation and improvements.
• Excellent process documentation using Visio and other tools.
• Experience documenting processes, workflows, controls, SOPs, and flowcharts.
• Ability to implement process automation and AI-driven improvements.
• Strong analytical mindset with risk assessment and root-cause analysis.
• Knowledge of financial services and insurance operations.
• Excellent written and verbal communication skills.
• Ability to influence stakeholders and build cross-team relationships.
• High attention to detail and independent work ethic.

Responsibilities

• Lead documentation of business processes for clarity and precision.
• Create dashboards in Power BI and use Power Automate to develop solutions.
• Use Visio to craft flow charts depicting processes and controls.
• Provide Archer admin support, conduct UAT/Prod testing, manage access security.
• Identify opportunities to reengineer processes via automation and AI.

Skills

Power BI

Power Automate

Archer administration

Visio documentation

Documentation skills

Process automation

Risk assessment

Stakeholder influence

Communication

Education

Bachelor's degree or equivalent

Tools

RSA Archer

Job description

Join our dynamic team as a Senior Support Specialist in Global Archer Services

Position Responsibilities:

• Business Process Documentation: Lead the documentation of business processes, ensuring clarity and precision in capturing workflows and procedures.
• Dashboards and Power Automate: Create dashboard in Power BI and utilize Power Automate to enhance and develop application solutions.
• Flow Chart Documentation: Utilize Visio to create detailed flow charts that visually represent processes and controls, enhancing understanding and communication across teams.
• Archer Support: Provide admin support to end-users, conduct UAT/Prod Testing, manage Archer Access Security
• Process Automation: Help reengineer existing processes through automation and AI.

Required Qualifications:

• 4-6+ years' experience in Operational Risk, Business Continuity, Risk Management, Controls, Audit, or related governance functions.
• Strong understanding of OSFI E-21 / Business Continuity Management (BCM) , including connections to: Crisis Management, Incident Management, Disaster Recovery, and/or Third-Party Risk Management
• Hands-on experience with RSA Archer administration and support , including user access/security management, UAT and production testing, and data quality monitoring
• Proficiency in Power BI (dashboards, reporting, analytics).
• Proficiency in Power Automate (workflow automation and process improvement).
• Strong process documentation skills using Visio and other documentation tools.
• Experience documenting business processes, workflows, controls, standard operating procedures, and flowcharts
• Ability to identify and implement process automation and AI-driven improvements .
• Strong analytical mindset with emphasis on risk assessment, controls evaluation, and root-cause analysis
• Knowledge of financial services and insurance operations .
• Excellent written and verbal communication skills.
• Ability to influence stakeholders and build relationships across teams.
• High attention to detail and ability to work independently with minimal supervision.

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.

About Manulife and John Hancock

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 .

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. To request a reasonable accommodation in the application process, contact [e-mail] .

Working Arrangement

Hybrid