Overview: The Canada Segment Operations Leadership Team is responsible for the day-to-day effective management of risks associated with the Canada Segment Operations. As a member of the Operations Leadership Team; the AVP of Operational Risk Management will lead change management initiatives to create business and customer value by enabling units across the segment to identify, assess, report, and mitigate risks against approved thresholds and appetite, proactively and consistently. This high-impact role requires exceptional leadership skills, including high levels of emotional intelligence, stakeholder management, team working, and collaboration/influencing skills.

Key Responsibilities:

• Team Value Proposition

  • Clearly define and communicate the value the team brings to the organization and key business stakeholders.

• Team Management

  • Build and maintain a high-performing team that collaborates effectively with stakeholders.

  • Provide coaching and support during periods of staff shortages and employee relations issues.

• Relationship Building

  • Develop trust-based relationships with Canada segment leaders to drive change and influence results.

• Risk Collaboration

  • Collaborate with Risk teams globally to maintain a comprehensive view of current and emerging risks.

  • Ensure a deep understanding of business operations and processes.

• Risk Management Thought Leadership

  • Lead development of risk management processes for root-cause analysis and corrective action plans to address control gaps.

  • Focus on continuously measuring success and driving outcomes amidst rapid operational changes.

• Operational Oversight

  • Define strategy, provide direction and oversight to the Operations Tax team, Fraud & Privacy team and line 1B risk team

  • Lead staff governing Unclaimed Property, Records and Information Management, Financial Integrity & Controls, and FATCA/CRS programs for the Canada segment.

  • Oversee approximately 80 FTEs across the globe

Required Qualifications:

• 10+ years of experience in risk management, audit, operations, compliance, or technology.

• 10+ years of experience in operations management or related fields, with increasing complexity.

• Strong and proven program and project management capabilities and experience.

• Competent people leader with experience in building high-performance teams, especially in Tax, Unclaimed Property, and Fraud units.

• Ability to drive outcomes and measure success amidst rapidly changing processes in operations

Preferred Qualifications:

• Self-starter who works very independently.

• High degree of business acumen in Insurance operations or financial services.

• Solid experience in designing and implementing operational controls.

• Excellent communication and influencing skills, capable of translating complex technical issues and negotiating effectively.

• Proven coaching ability to manage employee relations issues and support team members through periods of change.

• Highly connected and inquisitive, with a strong understanding of changes and plans within the organization.

• Relevant advanced designation or degree (e.g., MBA, Finance, Risk, Actuarial)

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 [email protected].

CAN, Ontario, Waterloo, 500 King Street NorthHybrid

Salary range is expected to be between

$123,400.00 CAD - $229,300.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.