Quality and Operational Risk Excellence Manager

Global Operational Risk & Resilience Oversight is independent risk function that provides risk and controls guidance to a variety of stakeholders that operational risks are appropriately managed and in alignment with risk appetite. Thes departments are responsible for providing independent oversight of policies, procedures and standards concerning the measurement, monitoring, control and reporting of risks. 

This position Manager – Quality and Operational Risk Excellence role reports directly to the AVP of ORRO Governance and Risk Program Oversight. This position is part of the Quality & Operational Risk Excellence (QORE) program to execute reviews and validate effectiveness of first line execution and second line oversight and challenge. The role will also provide advise to the first line of defense businesses to ensure that operational risk management tools are effectively used to identify, assess and monitor operational risks.  

The position requires strong understanding of operational and information/tech risk, risks and controls, and solid communication and influencing skills. This position will operate across multiple businesses, functions, and geographies, to promote and enhance awareness of risks and controls, and execution of operational risk program requirements. 

Position Responsibilities:

• Support the execution of the QORE program activities including validating that the first line effectively executed the risk program requirements (RCSA, Issue and CAP, Scenario and Operational Losses, Data Quality) and validating that the second line performed their oversight and challenge and evidence is sufficiently retained.

• Perform thematic reviews across segments and businesses to identify trends and potential enterprise gaps.

• Oversee the development of final reports and support the sharing and communication of results with key stakeholders to confirm alignment or escalate potential conflicts and concerns as appropriate.

• Identify continued enhancements on QORE templates, tooling, and guidelines to ensure that our program continues to be comprehensive.

Required Qualifications:

• Minimum 3-5 years of experience in operational risk management or highly related fields such as audit, compliance, etc.

• Strong knowledge of technology and cyber risk, as well as operational processes, risks, and controls.

• Broad knowledge of financial services/insurance business and related products

• High proficiency in MS Office Products and Power BI Dashboard tool.

• Strong professional skepticism, detailed oriented with excellent analytical and critical thinking skills.

• Ability to quickly understand business processes and their risk implications, analyze complex situations, reach appropriate conclusions, and make valuable and practical recommendations.

• Results oriented with a focus on quality, delivering value, and strong attention to detail

• Ability to balance priorities and meet deadlines.

• Solid written and oral communication skills

• Strong influencing skills with the ability to build effective relationships, both within and across divisions

• Self-starter with the ability to work with little guidance  

• University undergraduate degree with a relevant professional designation preferred

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 hr@manulife.com.

Hybrid