Job Description

The Canada Operations Line 1B Risk & Controls team partners with various Operations business and product lines, including Group Benefits, Insurance, and Call Centre functions, to strengthen risk awareness and support the effective management of day-to-day risk mitigation activities.

We are seeking an enthusiastic, organized, and analytical Operational Risk & Control Senior Specialist to support Canada Operations in executing key components of the Operational Risk Management Framework.

This is an individual contributor role that requires strong collaboration with team members in Canada, as well as with cross-functional stakeholders including Operational Risk Management (ORM), Legal, Finance, HR, IT, and Compliance.

Position Responsibilities:

• Controls Testing

  • Assess control design and effectiveness through end-to-end process walkthroughs with Process and Control Owners

  • Evaluate control operating effectiveness by collecting and reviewing supporting evidence

  • Document control assessments and develop Corrective Action Plans (CAPs) to address identified gaps

• Business Continuity Planning

  • Partner with front-line managers to conduct Business Impact Analyses (BIA)

  • Support the documentation of critical processes and risk mitigation strategies

• Corrective Action Plans (CAPs)

  • Collaborate with the Canada-based Manager to track, collect, and review evidence for CAP closure

• Access Reviews

  • Support periodic access reviews for ACLs, SharePoint sites, and relevant systems

• Fraud Risk Management

  • Analyze transaction data to identify anomalies and flag potential fraud risks for further investigation

• Stakeholder Management & Reporting

  • Build strong relationships with internal stakeholders and functional partners

  • Prepare and deliver presentations and insights to senior audiences

Required Qualifications:

• Bachelor’s degree in business, Finance, or a related field

• 3–5 years of relevant experience in operational risk, controls, audit, or business operations

• Strong understanding of business processes, risks, and control frameworks

• Experience or exposure to operational risk management methodologies is preferred

• Knowledge of Insurance, Group Benefits, Affinity, or Contact Centre operations is an advantage

• Familiarity with Archer (record creation, maintenance, and reporting) is a plus

Preferred Qualifications:

• Strong analytical skills with the ability to identify trends and patterns in large data sets

• Excellent verbal and written communication skills

• Highly organized, with the ability to manage multiple priorities in a fast-paced, multi-stakeholder environment

• Ability to effectively identify, assess, and articulate risks and business impacts

• Strong critical thinking skills, with the confidence to challenge the status quo constructively

• Ability to interpret risk data and formulate sound, data-driven conclusions

• Self-motivated, proactive, and resourceful in overcoming challenges and driving solutions

• Demonstrates curiosity and sound judgment by asking insightful questions and adapting to new information

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 hr@manulife.com

Working Arrangement

Hybrid