Senior Support Specialist

Manulife; Quezon City; Hybrid; PHP 900,000 - 1,700,000; Full time

Job summary

Manulife seeks a Senior Support Specialist to support Global Archer Services within Global Risk Intelligence and Technology (GRIT). You will document processes, build dashboards in Power BI, and leverage Power Automate to deliver automated and AI-driven improvements across teams.

You will provide Archer admin support, conduct UAT tests, and ensure data quality, while collaborating with stakeholders across functions. This is a hybrid role in a global team.

Qualifications

• 4–6+ years' experience in operational risk or related governance functions.
• Knowledge of OSFI E-21 / BCM and related crisis and incident management areas.
• Experience with RSA Archer administration and support.
• Proficiency in Power BI including dashboards and analytics.
• Proficiency in Power Automate for workflow automation.
• Proficiency with Visio for flowcharting and documentation.
• Experience documenting business processes, SOPs, and controls.
• Ability to identify and implement process automation and AI-driven improvements.
• Strong risk analysis and root-cause analysis capabilities.
• Knowledge of financial services and insurance operations.
• Excellent written and verbal communication; ability to influence stakeholders.

Responsibilities

• Lead documentation of business processes with clarity and precision.
• Create dashboards in Power BI and use Power Automate to enhance solutions.
• Create detailed flow charts using Visio for processes and controls.
• Provide Archer admin support, including UAT/production testing and access security.
• Help reengineer processes through automation and AI-driven improvements.

Skills

Analytical mindset

Stakeholder influence

Communication skills

Attention to detail

Independent work

Tools

Power BI

Power Automate

Visio

RSA Archer administration

Job description

Join our dynamic team as a Senior Support Specialist in Global Archer Services , where you will have the opportunity to leverage your expertise in Power BI and Power Automate, business process documentation, Archer Support and process automation. This role is pivotal in supporting Global Risk within the Global Risk Intelligence and Technology (GRIT) function.

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.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

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