Operational Risk Manager

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don’t just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We’re looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting-edge technology. Join us and our growing team, and be part of a team where banking drives extraordinary outcomes.

As the Operational Risk Manager of RCSA & Operational Risk Events, you will drive the effectiveness of the Operational Risk Management (ORM) program by leading the end to end Risk & Control Self Assessments (RCSA) and supporting Operational Risk Events (OREs) lifecycle (capture, root cause, remediation, reporting). You will partner with business and technology teams to strengthen control environments, enhance risk insights, and ensure regulatory alignment. You’ll bring rigorous analysis, confident facilitation, and a passion for turning insights into durable risk reduction.

Position Responsibilities:

• RCSA Facilitation

  • Facilitate scoping, risk identification, inherent risk scoring, control design/effectiveness assessment, and residual risk evaluation.

  • Facilitate workshops with process owners to validate risk taxonomy, operational control libraries, KRIs/metrics, and issue / corrective action plans.

  • Challenge assessments with evidence: walkthroughs, sample testing, and data‑driven validation.

• Operational Risk Events (ORE)

  • Support ORE intake, triage, impact assessment, root cause analysis (RCA) (e.g., 5 Whys, fishbone), and loss data capture.

  • Ensure timely remediation plans, control enhancements, and closure validation; track aging and escalate where needed.

  • Trend analysis on events, near‑misses, and external loss data to identify systemic risk themes and emerging risks.

• Metrics & Reporting

  • Design and maintain KRIs/KCIs, dashboards, and risk appetite reporting

  • Translate technical risk findings into decision‑ready narratives and recommendations.

• Governance & Assurance

  • Align to ORM policy/standards; support internal/external audit and regulatory inquiries.

  • Coordinate with BCM/operational resilience and third‑party risk for integrated risk views.

• Continuous Improvement

  • Drive control automation opportunities, data quality improvements, and RCSA/ORE process optimization.

Required Qualifications:

• Bachelor’s degree in Business, Engineering, or a related field, or equivalent relevant experience.

• 5+ years in operational risk, internal controls, audit, or compliance within financial services (banking, payments, insurance, asset management).

• Hands‑on RCSA execution including demonstrated control testing/walkthrough experience; familiarity with control design vs. operating effectiveness.

• Proven ability to facilitate workshops, challenge stakeholders, and write business friendly reports.

• Knowledge of ORM frameworks/standards and familiarity with OSFI expectations on operational risk, incident management, and resilience is a strong plus.

• Experience in Operational risk event lifecycle management (including RCA and remediation tracking).

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and interpersonal abilities.

• Demonstrated ability to lead manage projects, and drive organizational change.

• Ability to work in a fast-paced environment and handle multiple priorities effectively.

• Experience with Governance Risk Control (GRC) platforms (e.g., Archer) and BI tools (Power BI/Tableau).

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.