Head of Operations Risk and Governance

The opportunity

The position is accountable for the forming of Operational Risk and Governance framework and capabilities and improving the operational risk management, creating long-term sustainable capabilities and effective operational risk and governance within Operations.

Responsibilities

• Drive the deployment of risk assessment framework as well as assessment of design and effectiveness of key controls.  

• Report and monitor on key risk indicators (KRIs), operation losses, and incidents. 

• Analyze QA results, audit results, incidents report, scenario analysis, customer complaints look for common trends and work together with Operations team for action plans 

• Drive Operations team in performing root cause analysis and action plans to mitigate risks 

• Promote use of Archer and helps ensure the quality of Archer entries. 

• Create risk awareness activities within operations and promote good practices and share trends/analytics 

• Establish best practices on ATO, Privacy, Record Management, User Access, Fraud Management reviews across all operations unit 

• Audit management, as the key person during the audit – drive the preparation before the audit, assist during the audit process, and drive the activities in reporting stage (review audit report, CAPs)  

• Ensure CAPs and any other action plans from other risk management and KPI discussions are followed up and no overdue 

• Coordinate and maintain risk reporting, RCSA (Risk & Control Self-Assessment) design and control testing  

• Arrange training to create awareness and roll down regional direction and framework 

• Support Regional Line 1b Initiatives 

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• University degree in any discipline

• At least 15 years of working experience, preferably deep knowledge of Operational risks, Compliance or risk management related 

• Experience in planning, designing and implementing an overall risk management process for a financial organization including but not limited to QA framework, inherent/residual risks, operational risks and compliance, Archer.

• Experience in the insurance industry or financial services is preferred.

• Understanding of the local business, key processes and risks: Big picture view and on the ground knowledge preferred. Needs to engage other stakeholders as needed.

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.

• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.

• Continuous innovation
  We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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.