{"id":1901878,"url":"https://alion.io/job/manulife-senior-support-specialist","title":"Senior Support Specialist","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":93,"open_postings":80,"ghost_share":0,"stale_share":0.275,"repost_share":0.038,"time_to_fill_p50_days":27,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-05T11:27:53Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-21T04:38:24Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"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.\nPosition Responsibilities:\nBusiness Process Documentation: Lead the documentation of business processes, ensuring clarity and precision in capturing workflows and procedures. \nDashboards and Power Automate: Create dashboard in Power BI and utilize Power Automate to enhance and develop application solutions. \nFlow Chart Documentation: Utilize Visio to create detailed flow charts that visually represent processes and controls, enhancing understanding and communication \nacross teams. \nArcher Support: Provide admin support to end-users, conduct UAT/Prod Testing, manage Archer Access Security \nProcess Automation: Help reengineer existing processes through automation and AI.\nRequired Qualifications:\n4-6+ years' experience in Operational Risk, Business Continuity, Risk Management, Controls, Audit, or related governance functions.\nStrong understanding of OSFI E-21 / Business Continuity Management (BCM), including connections to: Crisis Management, Incident Management, Disaster Recovery, and/or Third-Party Risk Management\nHands-on experience with RSA Archer administration and support, including user access/security management, UAT and production testing, and data quality monitoring\nProficiency in Power BI (dashboards, reporting, analytics).\nProficiency in Power Automate (workflow automation and process improvement).\nStrong process documentation skills using Visio and other documentation tools.\nExperience documenting business processes, workflows, controls, standard operating procedures, and flowcharts\nAbility to identify and implement process automation and AI-driven improvements.\nStrong analytical mindset with emphasis on risk assessment, controls evaluation, and root-cause analysis\nKnowledge of financial services and insurance operations.\nExcellent written and verbal communication skills.\nAbility to influence stakeholders and build relationships across teams.\nHigh attention to detail and ability to work independently with minimal supervision.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want.\nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.\nAs part of our global team, we’ll support you in shaping the future you want to see.\nAbout Manulife and John Hancock\nManulife 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.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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. 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