Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

The Canada Operations 1st Line Risk & Controls Team is seeking an enthusiastic, organized individual for the role of Manager, E-21 Operational Resilience, who will represent Canada Operations in implementing the core components of the OSFI framework. The successful candidate will be a highly motivated professional with strong operations experience in one or more of the following areas: insurance, affinity markets, group benefits, contact centres, and/or project management. They will also have extensive experience working with business collaborators and/or Risk Management while being committed to the successful delivery of key risk program elements.

Success will require a high degree of collaboration, facilitation (including workshops and interviews), and organizational skills while working with business and functional area subject matter experts (SME). Additional collaborators include Global ORM, Techology, Legal, Finance, HR, and Compliance.

Position Responsibilities:

• Work with business partners to deliver core elements of OSFI E-21 Operational Resilience (expectations for financial institutions to prepare for & recover from severe disruptive events), establishing a resiliency framework to be implemented & maintained

• Identification, assessment & improvement of critical operations & services (COS)

• Organize analysis of COS including scope, impact tolerance, end-to-end (E2E) mapping of assets required for operations, material points of failure, action plans, remediation & readiness testing

• Partner with COS owners, Operational Resilience Office & related programs (e.g. disaster recovery) to align, implement & monitor progress on remediation actions

• Navigate cross-functional collaborator relationships to address issues, develop strategies, advocate for change & implement solutions

Required Qualifications:

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

• 5 years of related experience with strong knowledge of business processes, risks & controls, or exposure business operations & projects incorporating risk management methodologies

• Ability to build strong working relationships with business partners to facilitate process analyses & develop strategies to mitigate risk

• Strong verbal & written communication skills (ability to convey complex information in a clear & concise manner to various levels of an organization including senior management)

• Highly organized (ability to work in a fast-paced, cross-functional environment while managing multiple priorities)

• Strong critical thinking & analytical skills (ability to articulate business impact of risk & challenge status quo for all the right reasons)

• Confience to ask pertinent questions & flexibility to amend conclusions when new information is presented

Preferred Qualifications:

• Experience with process flow analysis, failure mode analysis, and/or control planning an asset

• Knowledge of insurance, group benefits, affinity markets, and/or contact centres an asset

• Familiarity with OSFI E-21 guidelines an asset

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 recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.