Senior Support Specialist

Join our dynamic team as a Senior Support Specialist in Global Archer Services, where you will have the opportunity to leverage your expertise in Power BI and Power Automate, business process documentation, Archer Support and process automation. This role is pivotal in supporting Global Risk within the Global Risk Intelligence and Technology (GRIT) function.

Position Responsibilities:

• Business Process Documentation: Lead the documentation of business processes, ensuring clarity and precision in capturing workflows and procedures.
• Dashboards and Power Automate: Create dashboard in Power BI and utilize Power Automate to enhance and develop application solutions.
• Flow Chart Documentation: Utilize Visio to create detailed flow charts that visually represent processes and controls, enhancing understanding and communication
• across teams.
• Archer Support: Provide admin support to end-users, conduct UAT/Prod Testing, manage Archer Access Security
• Process Automation: Help reengineer existing processes through automation and AI.

Required Qualifications:

• 4-6+ years' experience in Operational Risk, Business Continuity, Risk Management, Controls, Audit, or related governance functions.
• Strong understanding of OSFI E-21 / Business Continuity Management (BCM), including connections to: Crisis Management, Incident Management, Disaster Recovery, and/or Third-Party Risk Management
• Hands-on experience with RSA Archer administration and support, including user access/security management, UAT and production testing, and data quality monitoring
• Proficiency in Power BI (dashboards, reporting, analytics).
• Proficiency in Power Automate (workflow automation and process improvement).
• Strong process documentation skills using Visio and other documentation tools.
• Experience documenting business processes, workflows, controls, standard operating procedures, and flowcharts
• Ability to identify and implement process automation and AI-driven improvements.
• Strong analytical mindset with emphasis on risk assessment, controls evaluation, and root-cause analysis
• Knowledge of financial services and insurance operations.
• Excellent written and verbal communication skills.
• Ability to influence stakeholders and build relationships across teams.
• High attention to detail and ability to work independently with minimal supervision.

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 hr@manulife.com.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition. Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.