We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

In Office

Job Description

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:

We’re looking for a Director, Command and Control Center (GOCC) to join our Global Operations Command Center team at MBPS. In this role, you are expected to have strong leadership and decision-making skills that will be crucial in prioritizing incidents and allocating resources effectively. Additionally, your problem-solving skills will be key in accurately assessing incident severity and impact.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

• Develop, coordinate and promote the ITIL-based Incident process, including Major Incident handling, and continually improve to standard methodologies

• Standardize and provide Incident metrics, Major Incident metrics and Critical Success Factors and perform in-depth analysis

• Manage a team of Senior Incident Management Analysts that ensure the incident management process & major incident management process are being adhered to by the Platform and Application Support Teams & all other teams that interface with the Global Operations Command Center teams.

• Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (service support teams, product teams and partners) and externally (i.e. vendor)

• Assess business impact of incidents using sound customer facing judgement

• Ensure that all incidents are logged and documented appropriately in the system of record

Qualifications:

• Education:A bachelor's degree in IT, Computer Engineering, Computer Science or a related field is required.

• Experience: Proven incident management experience is critical, usually requiring 5+ years.

• Full onsite working Arrangement: Amenability and readiness to work onsite full time

• Shift Schedule (Rotating): Amenability to work on the assigned schedule (dependent on business need)

• Minimum Skills to Hire/Must Haves:

• Incident Management Knowledge: Extensive knowledge of incident management processes, systems, and tools is mandatory.

• Communication Skills: Excellent analytical and decisive problem-solving skills are necessary.

• Problem-solving Skills: Excellent analytical and decisive problem-solving abilities are required.

• Organizational Skills: Incident managers effortlessly handle multiple tasks and priorities.

• Continuous Improvement: Priorities include constant development and client satisfaction.

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

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .