Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

Competitive Salary packages and performance bonuses

Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

Retirement savings benefit

Rewarding culture that values wellness and well-being

Performance Bonus

Global network of industry experts

Extensive training resources

Job Description:

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.

Key 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

Qualifications:

5 years of experience in IT Service Management.

2 years ServiceNow exposure.

Process documentation and storage SME.

Risk - audit understanding.

Working Arrangement :

Amenable to work in UP Ayala Technohub (Quezon City)

Amenable to work on a full onsite set-up

Amenable to work in any shift schedule assigned

Team members are required to work in-office at the agreed office location unless alternate arrangements are otherwise approved.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.CO

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務集團，致力於幫助人們實現「輕鬆智選，精彩人生」。我們的全球總部位於加拿大多倫多；在亞洲、加拿大和歐洲以「宏利」之名營運，在美國主要以「恒康」之名營運。我們為個人、團體和機構提供財務諮詢、保險以及財富和資產管理解決方案。截至 2022 年底，我們擁有超過 40,000 名員工、超過 11.6 萬名代理人，及數以千計的經銷夥伴，為超過 3400 多萬名客戶提供服務。截至 2022 年底，我們管理的資產規模達 1.3 兆加元（1.0 兆美元），其中投資資產總額為 0.4 兆加元（0.3 兆美元），獨立基金淨資產為 0.3 兆加元（0.3 兆美元）。我們在多倫多、紐約和菲律賓的證券交易所以「MFC」名稱進行交易，在香港證券代碼為「945」。

宏利為重視就業機會平等之雇主

在宏利／恒康，我們擁抱多元。我們致力吸引、發展並留住多元化的員工隊伍，正如我們所服務的客戶一樣多元化，並打造包容的工作環境，在充分發揮文化優勢的同時尊重個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、国籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。  申請人要求提供協助所分享的信息將會按照適用法律及宏利政策儲存及使用。  應徵過程中如需協助，請聯絡 [email protected]

Working Arrangement

辦公室辦公