Join our Global Technology Services Management and Support Team!

Working within the Major Incident Team, this role ensures all interaction, process flows, procedural documents and reports are managed efficiently for accuracy and completeness.

You will support the collaborators across segments with training and process while working with the reporting team to optimize dashboards and operational reports. This role also contributes to continuous service improvement by resolving problem tasks and noting improvement opportunities identified in incident reviews and leadership feedback and to meet risk requirements by responding to audit requests while ensuring the process execution remains in compliance and aligned to process controls.

Responsibilities:

• Maintain process documentation including all Standard Operating Materials in a central repository.
• Manage accessibility to process portal ensuring support material is kept current and available to partners.
• Respond to process questions and concerns in a timely manner
• Respond to all Risk and Governance queries for information and control evidence.
• Deliver training and supporting materials on ongoing basis to collaborator community.
• Work with Reporting team to manage dashboards for effective, self-serve data presentation for segment community
• OSFI Reporting of all P1/P2 incidents for NA and Asia within 24-hour period:
  • Compile the daily OSFI report daily, including weekend.
  • Triage concerns from OSFI with global risk and problem management teams.
• Meet regularly with Risk management, Archer, Business Continuity Planning (support for DR events).
  • Represent Incident management at standard change proposal meetings.
  • Transition proposals for Rapid Recovery Plans from Incident flow to problem management, with respect to recurring known issues.
  • Participate in BCP/DR and Crisis Management Planning sessions.
• Continuous Service Improvement:
  • Author and administer the incident public SharePoint site, MS Teams ChatBot, and MS Viva engage.
  • Spread the good word of the services that the incident team offers to the organization.
  • Facilitate Service-Now enhancements / fixes with dev team.
  • Provide input into Global Process and Standard Procedure document updates.
  • Participate In Problem Management meetings, taking ownership of an PTASKs assigned to IM team, seeing activities through to completion

Required Qualifications:

• 5 years of experience in IT Service Management.

• 2 years ServiceNow exposure.

• Process documentation and storage SME.

• Risk - audit understanding.

Preferred Qualifications:

• ITIL certified

• MS Office proficient

• Reporting and data analysis

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment:

Values-first culture 

We lead with our Values every day and bring them to life together. 

Boundless opportunity 

We create opportunities to learn and grow at every stage of your career. 

Continuous innovation 

We invite you to help redefine the future of financial services. 

Delivering the promise of Diversity, Equity, and Inclusion 

We foster an inclusive workplace where everyone thrives. 

Championing Corporate Citizenship 

We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 [email protected].

Waterloo, OntarioHybrid

Salary range is expected to be between

$70,350.00 CAD - $117,250.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.