The Canada Operations Risk & Resiliency team is seeking an enthusiastic, organized individual as the Director, BCM Incident Management who will represent Canada Operations in leading and coordinating the Incident Management team as part of Business Continuity Management (BCM). The successful candidate will be a highly motivated and passionate professional who has solid knowledge of Incident Management and stakeholder management and communications.

This role will play a critical part in supporting the daily execution of operations during a wide range of incidents, and effective communication of impacts and remediation to our stakeholders. Success will require a high degree of facilitation, collaboration, and organizational skills and close collaboration with business and functional areas subject matter experts and other stakeholders including Global Technology.

Position Responsibilities:

• Lead the execution of the Operational Incident Management for BCM for Canada Operations, including communications to senior leadership Develop accurate records, metrics of all Operational events, including actions taken, resolution timelines and outcomes

• Facilitate and manage the development, review, and maintenance of Business Impact Analyses (BIAs) and Business Continuity Plans (BCPs), ensuring accuracy, completeness, and timely updates

• Develop and maintain incident management policies, procedures and standards

• Collaborate with business units and functional partners to develop and implement remediation plans following operational incidents

• Manage both BCM Book of Work and project-based deliverables, ensuring timely execution and alignment with strategic priorities

• Contribute to the continuous improvement of Incident Management and BCM practices, incident management tools, and documentation, incorporating lessons learned and emerging risks

• Navigate the relationship with cross-functional stakeholders to address issues, develop strategic, advocate for change, and implement solutions

Required Qualifications:

• Bachelor’s degree in communications/ or industry certificate in incident management

• 5 years of related experience with strong knowledge of incident processes, risks and controls or exposure to business unit operational functions and projects that incorporate the usage of operational risk management methodologies

• Familiarity with E-21 OFSI Operational Resilience Guideline is a plus

• Strong verbal and written communication skills: ability to convey complex situations and relationships in a clear and concise manner and communicate effectively with all levels of staff and management;

• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities

• Strong critical thinking, analytical skills and professional skepticism

• Ability to work outside of standard office hours where support is needed during an incident

Competencies:

• Ability to synthesize complex information, identifying key points and issues and facilitate discussions to identify strategic and tactical impacts of incident activities;

• Ability to identify and articulate risk and impact to the business and challenge the status quo for the right reasons;

• Ability to assimilate and interpret data to reach conclusions regarding the type and level of risk across the business

• Independently motivated to find new ways to address issues, confront barriers and seek out information for the benefit of the business;

• Ability and confidence to ask pertinent questions and adjust thinking when new facts are found

• Communication: Strong facilitation and presentation skills, with the ability to tailor messaging to various 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 recruitment@manulife.com.

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street NorthHybrid

Salary range is expected to be between

$100,950.00 CAD - $181,710.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.