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About the Role

The Insurance Operations & Distributor Services team is seeking an experienced, analytical, and collaborative leader to join as Operational Risk and Controls Lead. This role partners directly with operational leaders and risk partners to strengthen the control environment across core Insurance and Distributor Service processes, identify and mitigate operational risks, support regulatory and audit readiness, drive continuous improvement, and ensure key controls remain effective.

Responsibilities

Partner with business leaders to identify, assess, and manage operational risks across Insurance Operations and Distributor Services.
Support risk and control assessments (RCSAs) for all Insurance Ops and Distributor Services parent business processes in collaboration with Line 1b.
Support audit, regulatory, and compliance reviews, including coordination of evidence, management responses, and corrective action plans.
Monitor and evaluate the effectiveness of key controls and recommend improvements to strengthen the control environment.
Maintain risk, process, and control inventories and ensure supporting documentation remains accurate and current.
Conduct root cause analysis for operational incidents, errors, and control failures and drive sustainable remediation actions.
Support audit and regulatory engagements, including evidence collection, management responses, and remediation activities.
Analyze operational, quality, risk, and performance metrics to identify emerging trends, issues, and opportunities for improvement.
Support the timely delivery of Corrective Action Plans (CAPs), including tracking, reporting, challenge, and closure validation.
Promote a culture of accountability, risk awareness, and continuous improvement across the business in collaboration with Ops leaders.
Build strong partnerships with Operations, Compliance, Legal, Technology, Finance, and Risk stakeholders to support effective business outcomes.

Requirements

Bachelor's degree in Business, Finance, Risk Management, or a related discipline.
5-7 years of experience in Insurance Operations, Distributor Services or a related financial services environment.
Strong understanding of insurance servicing, policy administration, claims, distributor operations, and customer service processes.
Experience identifying and improving operational risks, controls, quality processes, and business outcomes.
Experience supporting audits, regulatory reviews, issue remediation, and corrective action planning.
Demonstrated leadership experience, including coaching and developing employees.
Experience supporting business transformation, process improvement, or technology implementation initiatives.
Knowledge of risk management practices, control frameworks, and governance processes within financial services.

Skills

Archer or other Governance, Risk & Compliance (GRC) platforms
End-to-end insurance and distributor service processes
Risk identification, control gap analysis, and operational improvement opportunities
Analytical, problem-solving, and root cause analysis
Simplifying complex information and communicating effectively with all levels of management
Stakeholder management, facilitation, and relationship-building
Constructive challenging and influencing decision-making
Managing multiple priorities in a fast-paced environment
Critical thinking, professional skepticism, and sound judgment
Self-motivated with a continuous improvement mindset and a focus on delivering results.
Bilingualism (English and French) is an asset.

Location

CAN, Ontario, Waterloo, 500 King Street North

Work Type

Hybrid

Experience Level

5-7 years of experience
Demonstrated leadership experience

Education Level

Bachelor's degree in Business, Finance, Risk Management, or a related discipline.

Salary/Compensations

$85,300.00 CAD - $135,300.00 CAD

Benefits

Opportunity to learn and grow career
Flexible environment where well-being and inclusion are prioritized
Support in shaping the future
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
Holidays, vacation, personal, and sick days
Full range of statutory leaves of absence

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
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.

Equal Opportunity

Manulife is an Equal Opportunity Employer.
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.