Manager, Operations Controls and Governance

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 su ccessful 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:

• 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 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:

• 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.

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