Support Specialist

Manulife Insurance Malaysia; Manila; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

Manulife Insurance Malaysia is seeking a Global Archer Support Specialist to join the GRIT team. You will provide Archer platform support, develop PowerApps and automation solutions, and create dashboards and reporting tools to strengthen risk, control, and process documentation across Global Risk operations.

You will design and maintain PowerApps, Power BI dashboards, and Power Automate workflows, while supporting testing, incident management, and knowledge sharing.

Qualifications

• 4–6 years of experience in operational risk management, technical support, or related roles.
• Hands-on experience with PowerApps, Power BI, Power Automate, and Visio.
• Experience supporting enterprise applications including user administration, access security, testing, incident management, and troubleshooting.
• Strong written and verbal communication, analytical and problem-solving skills.

Responsibilities

• Provide administrative and technical support for the Archer platform, including user access management, security reviews, troubleshooting, incident resolution, and end-user support.
• Design, develop, and maintain PowerApps solutions, Power BI dashboards, and Power Automate workflows to improve business processes and user experience.
• Develop and maintain business process documentation, risk and control documentation, technical procedures, and process flow diagrams using Visio.
• Conduct control analysis, monitor data quality, identify process inefficiencies, and recommend risk mitigation and improvement opportunities.
• Support application testing activities, including UAT and production testing, while ensuring system enhancements are effectively implemented.
• Manage service tickets from initiation through resolution, collaborate with cross-functional teams, and document solutions for knowledge sharing and operational excellence.

Skills

Operational risk

Technical support

Analytical skills

Communication skills

Education

Bachelors in IT/CS/Business/Risk

Tools

PowerApps

Power BI

Power Automate

Visio

ServiceNow

ITIL

Azure

SDLC

Agile

Job description

We’re looking for a Global Archer Support Specialist to join our Global Risk Intelligence and Technology (GRIT) team at MBPS. In this role, you are expected to provide Archer platform support, develop PowerApps and automation solutions, create dashboards and reporting tools, and maintain risk, control, and business process documentation that supports Global Risk operations.

Position Responsibilities

• Provide administrative and technical support for the Archer platform, including user access management, security reviews, troubleshooting, incident resolution, and end-user support.
• Design, develop, and maintain PowerApps solutions, Power BI dashboards, and Power Automate workflows to improve business processes and user experience.
• Develop and maintain business process documentation, risk and control documentation, technical procedures, and process flow diagrams using Visio.
• Conduct control analysis, monitor data quality, identify process inefficiencies, and recommend risk mitigation and improvement opportunities.
• Support application testing activities, including UAT and production testing, while ensuring system enhancements are effectively implemented.
• Manage service tickets from initiation through resolution, collaborate with cross-functional teams, and document solutions for knowledge sharing and operational excellence.

Required Qualifications

• Minimum 4 to 6 years of experience in operational risk management, technical support, application support, or related functions.
• Hands-on experience with PowerApps (non-negotiable), Power BI, Power Automate, and Visio.
• Experience supporting enterprise applications, including user administration, access security management, testing, incident management, and troubleshooting.
• Strong analytical, documentation, critical thinking, and problem-solving skills.
• Strong written and verbal communication skills with the ability to work effectively across teams and stakeholders.
• Bachelor’s degree in Information Technology, Computer Science, Business, Risk Management, or a related field.

Preferred Qualifications

• Knowledge of the financial services or insurance industry and related operational risk frameworks.
• Understanding of OSFI E-21 and concepts related to Business Continuity, Crisis Management, Incident Management, Disaster Recovery, and Third-Party Risk Management.
• Experience with ServiceNow, ITIL, SDLC, Agile delivery methodologies, and change or release management processes.
• Familiarity with Azure technologies, data analytics, and automation-first approaches.
• Self-starter who can work independently while effectively collaborating as part of a team.

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

We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index

We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.