Investigation and Remediation Manager

Manulife Financial; Makati; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Job summary

Manulife Financial is seeking a senior investigator to lead end-to-end investigations of internal complaints and compliance breaches, ensuring objective, timely, and transparent resolutions. You will develop CAPAs, drive root-cause analysis, and track remediation with cross-functional partners to strengthen governance across the organization.

The role emphasizes collaboration with HR, Operations, Compliance, Risk, Audit, and Legal teams, promoting accountability and a culture of integrity while

Qualifications

• 8–10+ years of experience in compliance, audit, investigations, or risk management.
• Strong investigative, analytical, and problem-solving skills.
• Familiarity with governance, risk, and compliance frameworks.
• Excellent stakeholder management and communication skills.
• High level of integrity and professional judgment.

Responsibilities

• Lead end-to-end investigations into internal complaints, misconduct cases, and compliance issues.
• Develop, implement, and track corrective and preventive action plans (CAPAs) with root-cause analysis.
• Collaborate with HR, Operations, Legal, Compliance, Risk, Audit, and Agency Business Units.
• Prepare management reports and ensure audit-ready documentation of cases and actions.
• Identify trends and recurring issues from investigations to inform risk mitigation strategies.

Skills

Investigations

Risk assessment

Analytical thinking

Stakeholder management

Education

Bachelor’s degree in business, Law, Finance, or related field

Job description

Lead the investigation, resolution, and remediation of internal complaints and compliance issues across the Agency Distribution organization. Ensure the timely, fair, and thorough handling of cases while driving effective corrective and preventive action plans arising from audits, complaints, and compliance reviews to strengthen the control environment and mitigate organizational risks.

In this role, you will oversee end-to-end investigations of internal complaints and compliance breaches, ensuring consistent, objective, and transparent resolution processes. You will drive the development, implementation, tracking, and closure of corrective and preventive action plans (CAPAs), while identifying systemic issues and opportunities for sustainable improvement to further strengthen governance and risk management practices across the organization.

Working closely with Human Resources, Operations, Compliance, Risk, Audit, Legal, and Agency Business Units, you will promote integrity, accountability, and transparency while ensuring the effective resolution and remediation of organizational issues.

Position Responsibilities

Investigation Management

• Lead and conduct end-to-end investigations into internal complaints, misconduct cases, and compliance issues.
• Ensure investigations are handled with objectivity, confidentiality, and fairness.
• Gather and analyze evidence, conduct interviews, and document findings in a structured manner.
• Develop clear investigation reports, including root cause analysis and recommendations.
• Ensure adherence to internal policies, legal requirements, and regulatory standards during investigations.

Complaint Handling & Resolution

• Oversee the intake, assessment, and prioritization of internal complaints.
• Ensure timely and effective resolution of complaints, with appropriate escalation and execution of corresponding sanctions, if any.
• Maintain proper documentation and tracking of complaints and outcomes.
• Identify trends and recurring issues from complaints to inform risk mitigation strategies.

Compliance Issue Management

• Manage and resolve internal compliance breaches and control failures.
• Work with relevant stakeholders to assess impact, determine severity, define remediation actions, and follow through on appropriate sanctions, if any.
• Ensure issues are addressed in a timely manner and aligned with regulatory expectations.

Corrective Action Plan Management

• Develop, implement, and oversee corrective and preventive action plans arising from:
  • Internal and external audits
  • Complaint investigations
  • Compliance reviews and incidents
  • Self-identified issues / process gaps
• Track progress of CAPAs to ensure timely closure and effectiveness.
• Challenge and validate action plans to ensure they address root causes, not just symptoms.
• Escalate overdue or ineffective actions to senior management.

Root Cause Analysis and Continuous Improvement

• Perform root cause analysis to identify systemic weaknesses in processes, controls, or behaviors.
• Recommend sustainable improvements to prevent recurrence of issues.
• Partner with process owners and governance teams to embed improvements.

Governance, Reporting and Documentation

• Maintain centralized tracking systems for investigations, complaints, compliance issues, and CAPAs.
• Provide regular management reporting on case status, trends, risks, and remediation progress.
• Prepare reports for governance committees, audit, and senior stakeholders.
• Ensure audit-ready documentation and transparency across all cases and actions.

Stakeholder Management

• Collaborate with HR, Operations, Legal, Compliance, Risk, Audit, and Agency business unit teams.
• Act as a trusted advisor on investigation outcomes and resolution approaches.
• Facilitate discussions to ensure alignment on corrective actions and accountability.

Risk and Control Strengthening

• Identify emerging risks and control gaps from investigations and complaints.
• Support strengthening of internal controls and compliance frameworks.
• Promote a culture of accountability, ethics, and compliance across the organization.

Required Qualifications

• 8–10+ years of experience in compliance, audit, investigations, or risk management
• Strong investigative, analytical, and problem-solving skills
• Familiarity with governance, risk, and compliance frameworks
• Excellent stakeholder management and communication skills
• High level of integrity and professional judgment

Preferred Qualifications

• Bachelor’s degree in business, Law, Finance, or related field

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.

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/l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。

Working Arrangement

ハイブリッド勤務