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 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.

• 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.

• 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.

• 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 requirements are proactively identified, assessed, and appropriately escalated, with clear visibility of material risks and issues.
• Partner with accountable stakeholders to develop practical remediation actions and monitor progress through completion.
• Support segment stakeholders in identifying and documenting critical processes, critical operations and services, recovery requirements, upstream and downstream dependencies, third-party dependencies, technology dependencies, facilities, people, and other resources, as applicable.
• Collaborate with segment stakeholders in the planning and execution of business continuity exercises, operational resilience scenario testing, lessons-learned activities, and remediation tracking.
• Ensure adequate evidence is maintained to demonstrate effective execution of first-line BCM and operational resilience responsibilities.
• Support segment stakeholders in preparing for second-line reviews, Internal Audit activities, regulatory examinations, and other assurance activities by helping ensure evidence is complete, accurate, current, and readily accessible.
• Build effective working relationships with segments, Enterprise Business Resilience, Operational Risk Management, Technology, Third-Party Risk Management, Audit, Compliance, and other relevant partners.

• Lead the development and delivery of operational resilience learning and capability-building initiatives for segment stakeholders across multiple geographies and time zones, ensuring alignment with enterprise requirements and business needs.
• 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 other supporting content.
• Tailor training to stakeholder roles, responsibilities, maturity, and identified areas of need 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 to promote awareness and readiness.
• Manage and govern stakeholder questions, training feedback, and recurring areas of misunderstanding to inform future materials and program improvements.
• Help build sustainable first-line capability so stakeholders understand not only what is required, but also why the activities matter and how they support organizational preparedness and operational resilience.
• Promote a culture of preparedness, accountability, sound risk management, and continuous learning.

The successful candidate will be expected to contribute to the following outcomes:

• 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.
  

• 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 is preferred.
• Experience supporting risk-management programs within a complex, global, or matrixed organization.
• 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.

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.

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.

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.