Manager, Operations Controls and Governance

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

Job summary

Manulife Financial Corporation is hiring for a Manager, Operations Control & Governance in Canada Operations in Waterloo. The role focuses on identifying and articulating key operational risks, with collaboration across ORM, Legal, Finance, HR, IT and Compliance.

Hybrid work arrangement with strong emphasis on governance, controls testing, and strategic risk remediation. Ideal candidate has 5-7 years in operational risk, experience leading teams, and knowledge of insurance/benefits operations.

Qualifications

• 5-7 years of related experience with strong knowledge of business processes, risks and controls
• Experience with leading high performing teams including coaching and developing people
• Knowledge of Insurance, Group Benefits, Affinity and/or Contact Centres Operations
• Familiarity with Archer record creation, maintenance and reporting
• 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 with all staff/management
• Experience creating project updates and presenting to senior management
• Highly organized in fast-paced, multi-stakeholder environments
• Strong critical thinking and analytical skills

Responsibilities

• Execute core elements of the Operational Risk Management Framework
• Manage CAP delivery and execution for Canada Operations
• Lead project risk assessments and maintain risk-triage scripts
• Lead audit engagements and manage evidence collection
• Conduct root cause analysis of risk incidents and discuss preventive controls
• Provide objective view of risk and control environment
• Perform/lead controls testing on high-risk transactions
• Maintain controls inventory
• Identify risk trends and contribute to risk reporting
• Maintain relationships and present to senior audiences

Skills

Operational risk management

Team leadership

Insurance / Group Benefits / Contact 


Archer knowledge

Auditing methodologies

Risk & control program

Verbal & written communication

Project updates to senior mgmt

Multi-stakeholder coordination

Analytical thinking

Education

Bachelor’s degree in business/finance

Industry certificate in operational risk

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 controls 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.

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 [e-mail].

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid

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.