Director, Operational Resilience

The Director, Operational Resilience is a key contributing member of the global Operational Risk & Resilience Management (ORRM) 2nd line of defense team and will be responsible to:

Maintain and evolve Manulife’s Business Continuity Risk Standard KRIs and controls.

Provide 2nd line Oversight and Challenge in evaluating risks related to business continuity and help to ensure we have adequate enterprise controls to mitigate them.

Design processes and tools to support Business Continuity Risk identification and management

Research industry-related trends, regulations, events and best practices

The Director will work with many teams across the business and functions to provide oversight and challenge on the identification and evaluation of the Business Continuity risks across the enterprise.

Position Responsibilities

Under the direction of the AVP, the Director will help to develop and maintain the global Business Continuity Risk Management standard, controls, and related risk assessment, oversight and assurance processes.

Participate in and provide oversight and effective challenge to the outputs of the first line of defence related to the Business Continuity Program, including BIAs, BCPs, and Testing

Build clear guidance, provide expert consultation, develop and deliver training and deliver high-quality insight.

Support the standardization and automation strategy by designing and/or researching best practices for Business Continuity assessment processes and tools.

Participate in the implementation and maintenance of the Business Continuity risk and control register.

Advise on the investigation of material loss events (and related incidents) caused by Business Continuity disruptions to assess potential systemic weaknesses and ensure appropriate corrective action is taken.

Consolidate and report on Key Risk Indicators and supporting metrics to support risk reporting at the enterprise and divisional levels.

As a change agent, help lead the behavioral and cultural embedding of Business Continuity Risk Management and the Standard across Manulife.

Participate in building an integrated view of Business Continuity risk exposures across the enterprise by collaborating with business and functions

Support the development of materials and presentations directed to both businesses and Senior Leadership

Required Qualifications

University Degree (Technology, Business, Risk Management, Auditing or related discipline)

5+ years of progressive experience in Business Continuity

Hands‑on experience in developing Business Continuity risk management policies, standards and controls

Direct experience with the implementation, execution and/or maintenance of a Business Continuity Risk Management program in a large and complex multinational financial institution

Performed Business Continuity risk and control assessments, and performance assessments

Track record in process improvement and process design

Demonstrated leadership experience and ability to work independently

Excellent communication skills (oral and written), including presentation skills and demonstrated ability to present at all organizational levels

Innovative problem‑solving skills with the proven ability to exercise flexibility and judgment in assessing business issues and risks in a dynamic environment

Strong interpersonal skills, including demonstrated ability in applying sensitivity and professionalism when communicating across geographical and cultural boundaries

Strong influence and negotiation skills; ability to achieve consensus in a decentralized/federated environment

Results‑oriented with the ability to work independently and as part of a team, managing multiple priorities within tight deadlines

Flexibility to accommodate global project schedules, which may include off‑hours conference calls and domestic and international travel that may be required

Strong time management and organizational skills to manage multiple tasks and changing priorities

Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Preferred Qualifications

Previo…