Director, Operational Resilience

The Director, Operational Risk and Resilience, is an experienced leader in 1st line operational risk management with deep experience in retail banking. As a member of the Strategy, Governance and Controls team the successful candidate is responsible for executing the Bank's Operational Risk and Resilience program and ongoing testing and monitoring of both regulatory and operational controls for operational resilience and operational effectiveness across all channels. The ideal candidate has a deep knowledge of operational risk management frameworks and regulatory & compliance accountabilities within the business. Understanding of products and services and how they are delivered to the customer in all channels is required to effectively construct an operational controls framework for the Bank.

Position Responsibilities:

• Lead and develop a team of 7 risk professionals providing coaching and development opportunities.

• Manage Bank's Operational Risk and Resilience program, partnering with the Global functions to design effective monitoring & controls.

• Oversee and execute the Bank’s ongoing Third Party Risk Governance program.

• Oversee and execute testing and monitoring of the Bank regulatory and operational controls.

• Design and establish the Bank’s Anti-Fraud oversight program in partnership with Bank Fraud Operations and 2nd line Anti-Fraud.

• Oversee documentation and ongoing management of Bank's policies & procedures.

• Accountable for Bank's RCSA program, partnering with Operations, and 2nd line Operational and Information Risk Management to ensure effective challenge and inherent/residual risk assessments are complete.

• Manage monthly 1B updates for the Bank Leadership team to coordinate update of all issues, audits, CAPs, and regulatory efforts across the Bank.

• Support Bank’s change management process by identifying risks and proposing appropriate controls

Required Qualifications

• Experience in operational risk and/or resilience, business continuity or risk management in financial services.

• Proven track record of developing and implementing resilience strategies.

• Experience leading cross-functional teams and managing projects.

• Strong presentation and facilitation skills; comfortable addressing large and small audiences.

• Expert knowledge of risk management principles, best practices, and tools

• Ability to foster and build relationships, engage and influence others, work with diverse subject matter experts.

• High level of self-motivation and keen sense of 'owning' and delivering on project deliverables.

• Ability to provide direction for policies and procedures to be developed and maintained for the bank.

• Strong understanding of banking regulations and dealing with internal AML, Compliance and Risk partners.

Preferred Qualifications:

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

The role being advertised is an existing vacancy.

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].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.