Global Operational Resilience Manager

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:

• Serve as a first-line subject matter expert for Operational Resilience and Business Continuity, including the Archer Critical Operations & Services, Business Impact Assessment, and Business Continuity Plan modules.
• Lead the development and continuous improvement of standardized BCM and Operational Resilience tools, templates, procedures, checklists, user guidance, and training materials.
• Perform first-line quality assurance reviews to ensure resilience documentation is complete, consistent, supported by appropriate rationale, and aligned with applicable standards and methodologies.
• Proactively identify and escalate non-compliance, documentation gaps, overdue activities, data-quality concerns, and execution risks, partnering with stakeholders to drive remediation through completion.
• Guide stakeholders in identifying critical processes and services, recovery requirements, and key third-party, technology, facilities, people, and other operational dependencies.
• Support business continuity exercises, operational resilience scenario testing, audit and regulatory readiness, and ensure appropriate evidence is maintained to demonstrate effective first-line execution.
• Lead stakeholder training, communications, and capability-building across global functions, translating complex risk, resilience, methodology, and system requirements into clear and practical guidance.

Required Qualifications:

• 5–7 years of relevant experience across Operational Risk Management, risk and controls, business continuity, operational resilience, audit, compliance, enterprise risk management, or a closely related discipline.
• Strong understanding of Operational Risk Management principles, including risk identification and assessment, controls, issues, corrective actions, monitoring, and reporting.
• Working knowledge of BCM and Operational Resilience concepts, including BIA, business continuity plans, recovery requirements, dependencies, exercises, scenario testing, and remediation.
• Experience supporting risk-management programs and coordinating multiple stakeholders, deliverables, dependencies, and deadlines within a complex or matrixed organization.
• Experience conducting quality or completeness reviews of risk, control, BCM, or Operational Resilience documentation and supporting governance, remediation, audit, or regulatory readiness activities.
• Strong analytical, communication, facilitation, and stakeholder-management skills, with the ability to work independently and influence stakeholders across functions, levels, and geographies.

Preferred Qualifications:

• Practical experience in business continuity, operational resilience, crisis preparedness, disaster recovery, or a related resilience discipline.
• Financial services or insurance industry experience.
• Experience with governance, risk, and compliance platforms, with Archer experience strongly preferred.
• Experience preparing dashboards, management reporting, status reporting, and data-quality analysis.
• Experience developing risk or resilience tools, templates, SOPs, user guides, checklists, training materials, or other enablement resources.
• Exposure to workflow automation, data visualization, or low-code tools.
• Professional certification in risk, resilience, audit, project management, or process improvement, such as CBCP, CBCI, ISO 22301, CRISC, CISA, CRM, FRM, PMP, or an equivalent recognized credential.
  

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 hr@manulife.com.

Working Arrangement