The Director of Business Continuity Management (BCM) and Incident Management for GWAM Retirement Operations will lead the business continuity program and provide guidance to stakeholders in developing continuity strategies and managing crisis response at the operational level during disruptions. This role ensures uninterrupted business-as-usual (BAU) by effectively mitigating information, service, reputational, financial, and operational risks.

Position Responsibilities:

• Lead Operational Incident Management for BCM within GWAM Retirement Operations, ensuring effective communication to senior leadership and adherence to applicable regulatory requirements.
• Facilitate and manage Business Impact Analyses (BIAs) and Business Continuity Plans (BCPs), ensuring accuracy, completeness, and timely updates to maintain operational resilience.
• Develop and maintain incident management policies, procedures, and standards, aligning with best practices and organizational governance.
• Collaborate with business units and functional partners to design and implement remediation plans following operational incidents.
• Develop accurate records and metrics for all operational events, including actions taken, resolution timelines, and outcomes.
• Manage the BCM Book of Work and project-based deliverables, ensuring timely execution and alignment with strategic priorities.
• Drive continuous improvement of Incident Management and BCM practices, tools, and documentation by incorporating lessons learned and emerging risks.
• Build strong relationships with cross-functional stakeholders to address issues, advocate for change, and implement strategic solutions.

Required Qualifications

• College or University degree in Business Administration, Technology, or BCM and Emergency Management.
• Minimum 5 years of related experience with strong knowledge of incident processes, risks, and controls, or exposure to operational functions and projects that apply operational risk management methodologies.
• Knowledge of regulatory requirements, including familiarity with E-21 OSFI Operational Resilience Guideline (considered an asset).
• People management experience, with the ability to lead and develop teams as needed.
• Strong verbal and written communication skills—able to convey complex situations clearly and communicate effectively with all levels of staff and management.
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
• Highly organized, capable of thriving in a fast-paced, multi-stakeholder environment while managing multiple priorities.
• Strong critical thinking and analytical skills, demonstrating professional skepticism and sound judgment.
• Flexibility to work outside standard office hours when support is required during an incident.

Preferred Qualifications

• Ability to synthesize complex information, identify key points, and facilitate discussions to assess strategic and tactical impacts of incident activities.
• Skill in identifying and articulating risk and business impact, with the confidence to challenge the status quo when appropriate.
• Ability to interpret data and assess risk levels across the business to inform decision-making.
• Self-motivated and proactive, with a drive to overcome barriers and seek out information for the benefit of the business.
• Strong facilitation and presentation skills, with the ability to tailor messaging for diverse audiences.

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 [email protected].

Referenced Salary Location

Toronto, OntarioHybrid

Salary range is expected to be between

$125,100.00 CAD - $175,100.00 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.