Risk and Controls Manager

This role is responsible for managing and executing core elements of the Operational Risk Management Framework for North America Retirement Operations business processes, as well as collaborating with business leaders, operational teams, and support partners to maintain an effective risk and control environment. This responsibility includes involvement across the operational risk management lifecycle, including Risk and Control Self-Assessments, audit engagements, operational risk incidents and loss events, control design and testing, corrective action plan management, risk metrics, and management reporting.

Key Responsibilities:

• Execute core elements of the Operational Risk Management Framework across assigned operational business units and functions.
• Support and complete Risk and Control Self-Assessments (RCSAs), including the identification and assessment of key risks and controls.
• Lead business unit audit engagements by coordinating with business leads to document processes, risks, and controls and facilitate the timely collection and submission of audit evidence.
• Partner with Operational Leaders to review and respond to audit findings, develop clear and sustainable Corrective Action Plans (CAPs) and risk exception recommendations, track remediation actions, and confirm closure within agreed timelines.
• Perform or lead control testing of high-risk processes and transactions in accordance with the approved testing plan; document and report results, provide practical risk-based recommendations, and partner with operational teams to design, implement, and monitor effective controls and remediate identified deficiencies through sustainable solutions.
• Maintain awareness of risk and control issues arising from self-identification, incidents, control testing, or internal and external audits, and ensure the business or function control inventory remains accurate and current.
• Build strong relationships with business leaders, operational teams, and support partners; facilitate effective risk discussions and prepare and present clear materials for senior audiences.
• Support projects, process changes, and business initiatives that may affect operational risk or the control environment, ensuring risks and control requirements are identified and addressed.
• Develop and maintain operational risk metrics, dashboards, and management reporting to monitor risk exposure, control performance, remediation progress, and emerging trends.

Qualifications:

• University graduate with a minimum of five to eight years of experience in operational risk management, operational controls, internal controls, audit, or a related governance function.

• Solid understanding of core insurance operational processes, supported by relevant experience working within operations.

• Experience in a global and/or regional role is advantageous.

• Deep understanding of operational processes, risks, and controls, including how control weaknesses and emerging risks may affect business objectives and outcomes.

• Ability to conduct effective deep-dive reviews of existing processes and controls, analyze control gaps, and partner with stakeholders to identify, plan, and implement sustainable, risk-based solutions. Where solutions involve multiple parties, including vendors, provide appropriate support through implementation and change management.

• Strong analytical and investigative capabilities, with close attention to detail, intellectual curiosity, and sound judgment.

• Strong stakeholder and people management skills, with the ability to clearly articulate technical concepts, options, and outcomes through effective verbal and written communication.

• Strong interpersonal and influencing skills, with the ability to build collaborative relationships across business, support functions, and third parties.

• Resilient, self-driven, and accountable, with the ability to deliver objectives with minimal managerial oversight.

• Ability to distil complex issues into clear, concise reports, practical solutions, and effective control designs for operational and senior audiences.

• Strong organizational, implementation, time management, and reporting capabilities, with the ability to manage multiple priorities and deadlines.

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].

Working Arrangement