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Director, Incident Management

Manulife Financial Corporation

This is a Contract position in Toronto, ON posted June 9, 2024.

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


Job Description

Join our Global Technology Services and Support Team!

Collaborating with the AVP of Global Operations Command Center, this role will be accountable for helping to drive and accelerate the transformation and operations of Incident Management for Manulife/John Hancock.

Manulife Incident Management is about focusing the efforts of a number of individuals, segments and resources, including information ; toward the achievement of restoring IT services. To collaborate with service partners and vendor engagement by optimizing response tactics while driving forward the vision of operating efficiency.

This will be achieved through the development of Application Health Dashboards. Establishing work flows against all technology platforms through the prioritization of issues. Our goal is to support the business, so they can deliver their products and services in the global marketplace by ensuring our focus is on reducing down time and improving mean time to restore (MTTR).

The Director is accountable for efficient operation of the Manulife Operations Command Centre(s) globally for all segments of business. Change enablement will be a priority while ensuring the activities align organization goals, reducing costs and improving response performance for the supported lines of business

How will you contribute:

  • Oversees, develops, maintains all standard processes within the Operational Command Centre teams in coordination with support teams while leading a technical team analyzing the following platforms; Unix / Windows/ Network / Mainframe and other platforms.
  • Responsible for leading the empowerment of teams by using innovative training strategies and knowledge transfer.
  • Accountable for administrating the monitoring and automation tools and for setting standard processes while consistently seeking improvement to enhance efficiency.
  • Instills a customer focused approach with the staff to ensure the line of sight to the client is clear; ensuring the maintenance of a high availability environment.
  • Continually seeks to review global operations by generating efficiencies using centralized work flows into the command centre while collapsing those tasks in our satellite operation centres.
  • Lead transformational change within the command centre technologies that align to Manulife’s global strategy.
  • Pursues continuous improvements to optimize operational efficiencies by identifying gaps, defining the improvement strategy, implementing and controlling the results through automation and innovation.
  • Seeks out industry trends and organization knowledge to understand alternative approaches /solutions to enable the organization to achieve its goals.
  • Foster mentorship programs to ensure all staff have guidance to deliver the best in class client experience.

Leadership attributes:

Communication and storytelling – you excel at telling the stories of technology for technical and non-technical audiences of all levels.

Data analysis and persuasive communications – you can see and surface the “stories” in the data and facilitate better decisions through the sharing of that data.

Organizational change enablement skills – ability to drive cultural changes and adoption of new ways of working.

Agility – thrives in an environment where priorities are constantly evaluated for change or improvement.

Critical thinking – you’ll need to see each activity, communication and data set in terms of how it helps advance our transformation and aligns to our strategy.

Persistence – Tenacity to drive success.

What We’re Looking For:

  • Strong influence and negotiation skills is crucial.
  • Exceptional communication skills with the ability to communicate technical concepts in lay terms.
  • 10+ years in a technology management role Graduate degree or equivalent experience Demonstrated leadership ability Knowledge of IT standards, Methodologies and audit requirements.
  • Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with domain experts.
  • Exceptional relational skills, fostering an environment of outstanding customer service experience in leading diverse teams through integration activities in an environment of changing and/or emerging technologies.
  • Strong knowledge of the various lines of business technologies.

What can we offer?

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

Our commitment to you:

Values-first culture

We lead with our Values every day and bring them to life together.

Boundless opportunity

We create opportunities to learn and grow at every stage of your career.

Continuous innovation

We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity, and Inclusion

We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

We build a business that benefits all collaborators and has a positive social and environmental impact.

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

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

CAN, Ontario, Toronto, 200 Bloor Street East

Salary range is expected to be between

$107,730.00 CAD – $200,070.00 CAD

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

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 for more information about U.S.-specific paid time off provisions.