Job Title

Overview The Canada Operations 1st line Risk and Controls team seeks a Manager, Operations Control & Governance to represent Canada Operations in executing the core components of its Operational Risk Management Framework. The successful candidate will be highly motivated, self-driven, and professional with solid knowledge and experience of Manulifes Operations in areas such as Insurance, Affinity, Group Benefits Plan Sponsor Services, and Contact Centres. The role requires collaboration with business stakeholders and risk management to deliver risk program deliverables. This role focuses on identifying, capturing, and articulating key risks. Success will require strong facilitation, collaboration, interviewing, influencing skills, and close collaboration with business and functional area subject matter experts, along with ORM, Legal, Finance, HR, IT and Compliance. Responsibilities Execute core elements of the Operational Risk Management Framework Manage Corrective Action Plans (CAPs) for various teams in Canada Operations, ensuring appropriate mitigating strategies are implemented Lead Project Risk Assessments for projects and business changes that may impact key risks or internal controls, including maintenance of project risk triage scripts and tracking risks until remediation Lead Audit Engagements with business leads to collect processes, risks, and controls, facilitate evidence collection, review audit findings, write CAPs and risk exception recommendations, and ensure CAPs close within the expected timeframe Conduct root cause analysis for operational risk incidents, document findings, and lead discussions on opportunities to implement preventive and detective controls Provide an objective view of the control environment, mitigation strategies, and emerging risks Perform or lead controls testing on high-risk transactions and recommend improvements Maintain awareness of risk and control issues including updating the controls inventory Understand Key Risk & Performance Indicators and other controls to identify negative trends and gaps; contribute to Risk Monthly Operating Review Reports Maintain strong relationships with internal stakeholders and deliver presentations to senior audiences Required Qualifications Bachelors degree in business, finance, and/or industry certificate in operational risk 57 years of related experience with strong knowledge of business processes, risks and controls, or exposure to business unit operational functions and projects using operational risk management methodologies Experience leading high-performing teams including coaching and development Knowledge of Insurance, Group Benefits, Affinity and/or Contact Centres Operations Familiarity with Archer record creation, maintenance and reporting is a plus Knowledge of audit methodologies, control frameworks and risk management practices Foundational understanding of operational risk management in financial services Strong verbal and written communication skills; ability to convey complex situations clearly to all staff and management Experience creating project updates and presenting to senior management Highly organized with ability to work in a fast-paced, multi-stakeholder environment and manage multiple priorities Strong analytical skills and professional skepticism Preferred Qualifications Ability to synthesize complex information, identify key points, and facilitate discussions on strategic and tactical impacts Ability to identify and articulate risk and impact to the business and challenge the status quo appropriately Ability to interpret risk data to assess risk type and level across the business Self-motivated to find new ways to address issues and overcome barriers Ability to ask pertinent questions and adjust thinking when new facts emerge When You Join Our Team Well empower you to learn and grow the career you want Well support you in a flexible environment that values well-being and inclusion As part of our global team, well help you shape the future you want to see The role being advertised is an existing vacancy. About Manulife And John Hancock Manulife Financial Corporation is a leading international financial services provider. To learn more, visit the Manulife website. Equal Opportunity and Accommodation Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment and retention without discrimination. A Human Resources representative will assist applicants requesting reasonable accommodation during the application process. To request accommodation, contact . Location and Working Arrangement Referenced Salary Location: Waterloo, Ontario Working Arrangement: Hybrid Salary and Benefits Salary range is CAD 85,300 to CAD 135,300. Employees may participate in incentive programs. Benefits include health, dental, mental health, vision, disability, life insurance, retirement plans, paid time off, leaves of absence, and other programs. For U.S. locations, contact for U.S.-specific information. We use data and analytics technologies, including AI and automated processing tools, as part of the application process. Personal information collection is described in our policy. #J-18808-Ljbffr