Manager, Operations Control & Governance

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, Project Management 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.

Key Accountabilities :

1. Execute core elements of the Operational Risk Management Framework

2.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, creation and ongoing maintenance of the project risk triage scripts based on ODF and non ODF frameworks, completion of controls impact assessments and tracking open risks till they are fully remediated prior to project launch.

3. Incidents and 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.

4. Corrective Action Plans (CAPs) Support Business Units with remediation of Corrective Action Plans including proactive monitoring of CAP status, evidence gathering, ensuring solution implemented remediates root cause of gap, facilitating CAP closure discussions with Line 2 and Line 3 and timely closure of CAP.

5. Provide an objective view of the Business and / or function control environment, mitigation strategies and emerging risks

6. Maintain awareness of risk and control issues including updating the controls inventory within the business / function whether self-identified or from internal / external audit

7. Maintain strong business relationships with internal business and functional support areas and develop and deliver presentations to senior audiences

Job Requirements :

• Bachelor’s degree in business, finance and / or industry certificate in operational risk
• 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 plus
• 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

Competencies :

• 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, adjust thinking when new facts are found and work well with ambiguity.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.

4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under 945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife / JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable laws and Manulife / John Hancock policies.

To request a reasonable accommodation in the application process, contact

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Waterloo, Ontario

Salary range is expected to be between

$78,975.00 CAD - $142,155.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location.

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.

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 for more information about U.S.-specific paid time off provisions.