Manager, GWAM & GA Operational Resilience

In today’s rapidly evolving financial services landscape, operational resilience is paramount. It encompasses the ability of an organization to anticipate, prepare for, respond to, and adapt to incremental change and sudden disruptions. As financial institutions face increasing threats from cyber incidents, natural disasters, and regulatory changes, maintaining operational resilience is crucial to safeguarding critical operations and ensuring business continuity.

We seek an experienced manager to assist in the business continuity management (BCM) and resilience of GWAM’s critical processes, ensuring Manulife meets its service commitments to customers and regulators. This role involves executing on strategies to protect essential services and operations. By managing risk and fostering preparedness, this manager will ensure our business segment thrives during challenges and maintains customer, stakeholder, and regulator trust.

Position Responsibilities

Vision and Strategy

• Executing a BCM and operational resilience strategy for GWAM to meet resilience objectives set by enterprise standard and regulator requirements.
• Assist in leading and inspiring multidisciplinary operational resilience and BCM professionals to drive resilience outcome.
• Assist in continuously assessing and refining BCM, operational resilience strategies and execution approach through rigorous analysis and feedback, leveraging metrics and insights from execution to make informed improvements.
• Manage relationship with cross-functional stakeholders to address issues, develop strategy, advocate for change, and implement solutions.
• Potential to manage a team of analysts.

Critical Operations Identification, Assessment, and Improvements

• Assist in establishing, execution and management of GWAM’s operational resilience governance model and deliverables.
• Identify GWAM’s critical operations leveraging the enterprise approach.
• Assist in continuously monitoring internal and external factors to re-evaluate inventory of critical operations and associated actions required.
• Participate in analysis of critical operations including defining scope of critical operations, impact tolerance, end-to-end mapping of assets required for running of critical operations (people, location, technology, process, 3rd party), identify material points of failure, develop action plans to remediate vulnerabilities, and test readiness of critical operations through severe but plausible scenarios.
• Partner with critical operations owners, Operational Resilience Office, and enable programs (TPRM, Disaster Recovery, etc) to align, execute, and monitor progress on remediation actions.
• Assist in developing, tracking, and monitoring KPIs and KRIs on GWAM’s operational resilience progress and posture.

Maintain Robust Business Continuity Plan

• Assist in leading and managing a team to develop and maintain GWAM’s business continuity plans (BCP), improving completeness and quality of BCP for critical and non-critical processes.
• Facilitate and lead regular testing and simulation exercises to ensure the effectiveness and efficiency of BCPs.
• Ensure BCPs are reflective of critical operations considerations, where applicable, including impact tolerance and material points of failure.

Ensure Exit Plans for Critical Third Parties are Maintained and Tested

• Assist in leading and managing the validation of critical third parties for GWAM as part of critical operations analysis.
• Partner with third party relationship owners to develop and maintain exit plans for critical third parties.
• Conduct simulation exercise to ensure the feasibility and effectiveness of exit plans.

Required Qualifications

• Bachelor's degree in business administration, strategy, operations management, or a related field. Master’s degree preferred.
• 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.
• 3-5+ years of experience in Wealth and Asset Management, with 2+ years in Operations management role. Prior experience in global role preferred.
• Proven track record in delivering complex, cross-functional, and time sensitive programs that meets business goals and regulatory expectations.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire, motivate, and mentor a diverse and distributed team.
• Experience with leading high performing teams including coaching and developing people.
• Strong understanding of financial services’ regulations and ability to partner with internal stakeholders, including Compliance and Risk functions.
• Strong knowledge of discipline of operational resilience and business continuity risk management.
• Experience with executing risk & control self-assessments, simulation/scenario testing, process mapping, creating action plans, and identifying opportunities and risks within a business process.
• Diligent in maintaining project plans, adhering to a timeline, escalating appropriately and documenting outcomes for reporting to senior stakeholders
• Knowledge of risk management principles, best practices, and tools.

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.

If you are applying to this role in Massachusetts, please note the salary range is $92,475 - $160,290 USD. Additionally, employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance

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 about us, visit

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 View email address on ca.talent.com.

Referenced Salary Location: Toronto, Ontario

Working Arrangement: Hybrid

Salary range is expected to be between $92,900.00 CAD - $142,900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact View email address on ca.talent.com for the salary range for your location.

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 View email address on ca.talent.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.