Subject Matter Expert at Manulife

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

07 Aug, 26

Salary

0.0

Posted On

09 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Analysis, ITIL Practices, Security and Risk Management, Process Mapping, Troubleshooting, Mainframe ACF2, SharePoint, MS Excel, MS Access, ServiceNow, Citrix/VDI, Active Directory, Microsoft 365, Salesforce, eTreasury, Communication Skills

Industry

Insurance

Description

Individual Accountabilities: Serve as the Subject Matter Expert for System Asset and Access Onboarding\Offboarding for GBS, Genpact and CX Contact Center (Onshore teams) Act as shift lead in the absence of a Team Lead. Act as Queue Manager in the TREM intake and ensure that requests are accurately prioritized and managed. Responsible for maintaining and implementing the Quality Control program and Knowledge Management Provides training, cross-skilling and upskilling to new and current members Partner with Transition or Project Managers in preparing the technology requirements of transitions and ensuring it works in the target work location Conduct incident root cause analysis for escalations and recurring incidents with corresponding corrective or improvement action plan Ensure that process documents are updated and calibrated regularly, and aligns with the overall process of the Enterprise or Business unit Provides effective instructions on the proper use of resources to find steps for resolution of difficult issues Provides reports as required by the Manager or Business unit contact Partner with the Team Leader in planning, creating and implementing projects to ensure achievement of defined objectives. Check all the process and see opportunities to streamline and provide innovative ideas to make the process more efficient Be up to date with current field practices to enhance service standards and delivery Take on additional responsibilities as assigned by MBPS Management or Manulife Business Units to support evolving business needs. Work collaboratively within a small team, adhering to guidance from senior staff and leadership, and aligning with company policies and objectives. Minimum Skills Requirement to Hire: Bachelor’s degree in computer science, Information Technology or equivalent. Preferably with 3-5 years relevant experience in Technical Analysis Must pass current job expectations and meet performance metrics Strong verbal and written communication skills, with attention to clarity and detail Certified or have an advanced knowledge of ITIL practices, security and risk management concepts Familiar with process review, mapping and improvement practices Strong trouble shooting and problem diagnostic skill, and able to handle high complexity system Advance understanding with system platforms and interactions, including Mainframe (ACF2) Experience with business tools such as SharePoint, MS Excel, MS Access Strong knowledge of support tools, including ServiceNow, Citrix/VDI, Lotus Notes, Active Directory, Microsoft 365, Salesforce, eTreasury, etc. Highly customer-focused mindset, with a commitment to service excellence Strong organization skill and detail-oriented, with solid planning and time management abilities Capable of working independently and collaboratively within a team and collaboratively in a fast-paced environment Ability to lead meetings independently with varying levels of staff participation 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. Working Arrangement Hybrid 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 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 recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.

Responsibilities

Serve as the Subject Matter Expert for system asset and access onboarding/offboarding while acting as a shift lead and queue manager. Responsible for quality control, knowledge management, and conducting root cause analysis for technical incidents.