Manager, Operations Controls and Governance

Manulife Financial; Southwestern Ontario; Hybrid; CAD 85,000 - 135,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive benefits

Job summary

Manulife Financial is seeking a Manager, Operations Control & Governance for Canada Operations. The role focuses on identifying and articulating key risks, managing corrective action plans, and leading risk assessments and audits across insurance and contact centre operations.

You will collaborate with ORM, Legal, Finance, HR, IT and Compliance, facilitate stakeholder discussions, and present findings to senior leaders in a hybrid Canada-based environment.

Qualifications

• 5-7 years of related experience in operational risk management and controls.
• Experience leading teams and coordinating with multiple stakeholders.
• Knowledge of insurance, benefits or contact centre operations is a plus.
• Familiarity with risk management methodologies and control frameworks.

Responsibilities

• Execute core elements of the Operational Risk Management Framework.
• Manage CAPs for Canada Operations and ensure mitigations are implemented.
• Lead project risk assessments and maintain risk triage processes.
• Drive audit engagement activities and respond to findings with CAPs.
• Perform root cause analysis of incidents and recommend preventive controls.
• Provide objective view of risk and control environments to senior leaders.
• Lead controls testing and deliver improvements across high-risk areas.
• Maintain up-to-date risk and control inventories and KPI awareness.
• Develop relationships and present to senior audiences.

Skills

Operational risk management

Stakeholder management

Communication skills

Project management

Facilitation

Education

Bachelor's degree in business/finance or related field

Tools

Archer

Job description

The Canada Operations 1st line Risk and Controls team is seeking an enthusiastic, organized and analytical individual as the Manager, Operations Control & Governance who will represent Canada Operations in execution of the core components of its Operational Risk Management Framework. The successful candidate will be a highly motivated, self-driven and passionate professional who has solid knowledge and experience of Manulife’s Operations in one or more of these areas- Insurance, Affinity, Group Benefits Plan Sponsor Services , Contact Centres, and has worked extensively with business stakeholders and/or business risk management while being committed to successful delivery of important risk program deliverables.

This role will provide a dedicated focus on identifying, capturing and articulating key risks. Success will require high degree of facilitation, collaboration, interviewing, influencing skills and close collaboration with business and functional areas subject matter experts and other stakeholders including ORM, Legal, Finance, HR, IT and Compliance.

Position Responsibilities:

• Execute core elements of the Operational Risk Management Framework
• Corrective Action Plan (CAP) Management - Independently manage the delivery and execution of a suite of CAPs for various teams in Canada Operations, ensuring appropriate mitigating strategy implementation
• Project Risk Assessments- Take the lead on projects and business changes that may impact key risks or internal controls in Canada Operations to ensure that our risk profile is not negatively impacted while balancing the goal of being ‘easy to do business with’. This includes but is not limited to, ad hoc inquiries and tasks, creation and ongoing maintenance of the project risk triage scripts and tracking open risk issues till they are fully remediated.
• Audit Engagements- Take the lead on managing business unit Audit engagement working with business leads to collect processes, risks and controls in place as well as facilitate collection of evidence for audits; Lead discussions with the Operational Leaders to review and respond to audit findings including writing Corrective Action Plans (CAP) and risk exception recommendations, and ensure CAPs are closed within the expected timeframe
• Reportable Events - Conduct root cause analysis for operational risk incidents/errors, document and lead discussion with Operational Leaders on opportunities to implement new preventive and detective controls.
• Provide an objective view of the Business and/or function control environment, mitigation strategies and emerging risks
• Perform/lead controls testing on high-risk transactions and provide business recommendations on opportunities for improvement
• Maintain awareness of risk and control issues including updating the controls inventory within the business / function whether self-identified or from internal /external audit
• Understand the area’s Key Risk & Performance Indicators, and other control to identify negative trends and potential control gaps and contribute to Risk Monthly Operating Review Reports
• Maintain strong business relationships with internal business and functional support areas and develop and deliver presentations to senior audiences

Required Qualifications:

• 5-7 years of related experience with strong knowledge of business processes, risks and controls or exposure to business unit operational functions and projects that incorporate the usage of operational risk management methodologies
• Experience with leading high performing teams including coaching and developing people
• Knowledge of Insurance, Group Benefits, Affinity and or Contact Centres Operations is a key requirement
• Familiarity with Archer record creation, maintenance and reporting is a plus
• Knowledge of audit methodologies, control frameworks and risk management practices
• Comprehensive understanding of foundational elements of an operational risk management program in the financial services industry;
• Strong verbal and written communication skills: ability to convey complex situations and relationships in a clear and concise manner and communicate effectively with all levels of staff and management;
• Proven experience in creating project updates and presenting to senior management
• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities
• Strong critical thinking, analytical skills and professional skepticism

Preferred Qualifications:

• Bachelor’s degree in business, finance and / or industry certificate in operational risk
• Ability to synthesize complex information, identifying key points and issues and facilitate discussions to identify strategic and tactical impacts of transformational activities;
• Ability to identify and articulate risk and impact to the business and challenge the status quo for the right reasons;
• Ability to assimilate and interpret risk data to reach conclusions regarding the type and level of risk across the business
• Independently motivated to find new ways to address issues, confront barriers and seek out information for the benefit of the business;
• Ability and confidence to ask pertinent questions and adjust thinking when new facts are found

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-HYBRID

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [e-mail]までご連絡をお願いします。

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$85,300.00 CAD - $135,300.00 CAD

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

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 [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.