Manager, Operations Control

6 months ago

Waterloo, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid
- 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.

**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,

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