Reporting into the Director, Operational Resilience, the Senior Manager, Operational Resilience is a key member of the global Operational Risk & Resilience Management (ORRM) 2nd line of defense team. The role supports the development, oversight and ongoing maturity of Manulife’s Operational Resilience framework, including Operational Resilience, Business Continuity, Incident Management and Crisis Management. The Senior Manager, Operational Resilience will be responsible to:
- Develop and maintain Operational Resilience policies, standards, methodologies, guidance, templates, tools, risk indicators and supporting frameworks.
- Provide effective 2nd line oversight and challenge of Operational Resilience, Business Continuity, Incident Management and Crisis Management risks and activities.
- Develop risk reporting, indicators and insights to support effective management and escalation of material resilience risks and vulnerabilities.
- Provide practical guidance, education and training to support consistent understanding and application of resilience requirements.
- Partner across business, operations, technology and risk functions to strengthen resilience practices and support effective risk management.
- Monitor regulatory developments, industry practices and emerging risks to inform the continued development of the Operational Resilience framework. This role involves extensive partnership across segments, functions and businesses and will have broad enterprise impact. Curiosity, sound risk judgment, solid communication and the ability to connect the dots across a complex operating environment are key to success. Position

Responsibilities:
- Methodologies and guidance: Develop, maintain and enhance Operational Resilience, Business Continuity, Incident Management and Crisis Management policies, standards,



methodologies, guidance, templates and tools.
- Oversight and challenge: Provide effective 2nd line oversight and challenge of resilience activities, assessments, material risks, vulnerabilities and remediation.
- Risk reporting and indicators: Develop dashboards, Key Risk Indicators and other management information to identify trends, vulnerabilities and material resilience exposures and support timely escalation to Senior Management and Risk Committees.
- Training and awareness: Develop and deliver practical guidance, education and training to strengthen understanding and consistent application of resilience requirements.
- Collaboration and influence: Partner with business, operations, technology and risk stakeholders to provide advice, influence outcomes and promote an integrated approach to resilience risk management.
- External insight: Monitor regulatory expectations, industry developments and emerging risks and translate relevant insights into enhancements to the Operational Resilience framework.
- Program delivery: Lead and support priority Operational Resilience initiatives and continuous improvements to the program, systems and supporting capabilities. Required

Qualifications:
- 8+ years of experience in Operational Resilience, Business Continuity, Operational Risk, Technology Risk, Incident or Crisis Management, preferably within financial services.
- University degree in finance, accounting,



business administration, risk management, technology or a related field, or equivalent professional experience.
- Strong knowledge of Operational Resilience, Business Continuity and operational risk management principles, frameworks and practices.
- Experience developing and applying risk policies, standards, methodologies, guidance, risk indicators and supporting tools.
- Experience providing effective 2nd line oversight and challenge, with the ability to identify material risks and vulnerabilities and exercise sound risk judgment.
- Strong analytical and communication skills, including experience developing risk reporting and presenting complex issues clearly to Senior Management and governance forums.
- Demonstrated ability to collaborate, influence and deliver outcomes across business, operations, technology and risk stakeholders in a complex setting. Preferred

Qualifications:
- 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. 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. #LI-Hybrid The role being advertised is an existing vacancy. 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

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📌 Senior Manager, Operational Resilience (Toronto)
🏢 Manulife
📍 Toronto