Head of Operations Risk and Governance

Manulife Insurance Berhad; Kuala Lumpur; Hybrid; MYR 260,000 - 420,000; Full time

Job summary

Manulife Insurance Berhad in Kuala Lumpur seeks an experienced professional to shape and govern its Operational Risk and Governance framework, driving sustainable risk management capabilities across Operations.

You will lead risk assessments, monitor KRIs, promote Archer usage, and coordinate CAPs, audits and action plans, collaborating with regional teams to embed strong controls.

Qualifications

• University degree in any discipline.
• At least 15 years of working experience, preferably deep knowledge of Operational risks, Compliance or risk management related.
• Experience in planning, designing and implementing an overall risk management process for a financial organization including but not limited to QA framework, inherent/residual risks, operational risks and compliance, Archer.

Responsibilities

• Drive the deployment of risk assessment framework and assessment of design and effectiveness of key controls.
• Report and monitor on key risk indicators (KRIs), operation losses, and incidents.
• Analyze QA results, audit results, incidents report, scenario analysis, customer complaints; identify trends and coordinate action plans with Operations.
• Drive Operations team in performing root cause analysis and action plans to mitigate risks.
• Promote use of Archer and ensure quality of Archer entries.
• Create risk awareness activities within operations and promote good practices and analytics trends.
• Establish best practices on ATO, Privacy, Record Management, User Access, Fraud Management reviews across all operations units.
• Audit management: prepare for audits, support during audits, and report CAPs.
• Ensure CAPs and other action plans are followed up; track overdue items.
• Coordinate risk reporting, RCSA design and control testing.
• Arrange training to roll down regional direction and framework.
• Support Regional Line 1b Initiatives.

Skills

Risk management

Governance

Audit coordination

Stakeholder engagement

Education

University degree in any discipline

Tools

Archer

Job description

The position is accountable for the forming of Operational Risk and Governance framework and capabilities and improving the operational risk management, creating long-term sustainable capabilities and effective operational risk and governance within Operations.

Position Responsibilities

• Drive the deployment of risk assessment framework as well as assessment of design and effectiveness of key controls.
• Report and monitor on key risk indicators (KRIs), operation losses, and incidents.
• Analyze QA results, audit results, incidents report, scenario analysis, customer complaints look for common trends and work together with Operations team for action plans
• Drive Operations team in performing root cause analysis and action plans to mitigate risks
• Promote use of Archer and helps ensure the quality of Archer entries.
• Create risk awareness activities within operations and promote good practices and share trends/analytics
• Establish best practices on ATO, Privacy, Record Management, User Access, Fraud Management reviews across all operations unit
• Audit management, as the key person during the audit - drive the preparation before the audit, assist during the audit process, and drive the activities in reporting stage (review audit report, CAPs)
• Ensure CAPs and any other action plans from other risk management and KPI discussions are followed up and no overdue
• Coordinate and maintain risk reporting, RCSA (Risk & Control Self-Assessment) design and control testing
• Arrange training to create awareness and roll down regional direction and framework
• Support Regional Line 1b Initiatives

Required Qualifications

• University degree in any discipline
• At least 15 years of working experience, preferably deep knowledge of Operational risks, Compliance or risk management related
• Experience in planning, designing and implementing an overall risk management process for a financial organization including but not limited to QA framework, inherent/residual risks, operational risks and compliance, Archer.

Preferred Qualifications

• Experience in the insurance industry or financial services is preferred.
• Understanding of the local business, key processes and risks: Big picture view and on the ground knowledge preferred. Needs to engage other stakeholders as needed.

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.

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 @manulife.com .

Working Arrangement

Hybrid

Unlock job insights

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2017, we had about 35,000 employees, 73,000 agents, and thousands of distribution partners, serving more than 26 million customers. As of March 31, 2018, we had over $1.1 trillion (US$850 billion) in assets under management and administration, and in the previous 12 months we made $26.9 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife Insurance Berhad is a wholly-owned subsidiary of Manulife Holdings Berhad, a member of Canada-based Manulife Financial Corporation. Manulife Insurance core business is the provision of individual life insurance products to meet the financial and protection needs of Malaysians.

Currently, Manulife Insurance fulfills the needs of more than 300,000 policyholders, served by a dedicated agency force of approximately 2,000 agents, supported by a network of 7 Regional Support Centres and 3 branches, with around 70 agency offices strategically located throughout Peninsular Malaysia and East Malaysia.