Job Description

In this role, the Sr. Specialist, Risk Oversight and Policy Support is a subject matter expert supporting the Manulife Bank Residential Lending team. The incumbent delivers the risk oversight program by retrieving, analyzing, and evaluating recorded calls and emails completed, and reviews monthly scorecard reporting, identifying trends and potential Sales Practices concerns, and works closely with District VPs, Regional VPs, and other stakeholders to support timely mitigation. Reporting to the Manager, Policy and Risk Management, the incumbent completes a defined volume of monthly reviews to assess compliance with sales practices and quality standards and provides RESL policy interpretation and support.

The role also supports the interpretation and application of RESL policies, facilitates stakeholder discussions to resolve policy-related issues, identifies policy gaps, and assesses risks associated with proposed changes.

This role is ideal for a highly analytical, detail-oriented and consultative professional who is comfortable working across data, policies and stakeholders, and who takes pride in managing large-scale sales oversight programs, supporting sales practice monitoring and policies in a fast-moving environment.

Position Responsibilities :

Risk Oversight Ownership and Execution (70%)

• Develop and apply review criteria to evaluate product knowledge, processes, systems, and sales practices across interactions with financial advisors, mortgage brokers, and third-party contacts, ensuring quality and compliance requirements are met.
• Identify, analyze, track, and communicate risk trends, control gaps, and performance concerns to Product and Sales management.
• Provide clear, evidence-based findings and recommendations to support consistent risk management and quality outcomes.
• Lead or contribute to revisions of risk oversight, action planning and evaluation tools and processes to strengthen controls and promote consistent practices.
• Partner with team members and stakeholders to improve business processes, oversight practices, and service quality.
• Maintain current knowledge of relevant products, procedures, systems, industry practices, and Manulife Bank services.
• Use risk oversight findings and data to identify educational needs and present insights to Sales Enablement team.
• Consult with the Bank Sales Training team on the research, design, delivery, and evaluation of targeted learning solutions and supporting assessment tools.

Policy Support (30%)

• Provide RESL policy interpretation and guidance to stakeholders, escalating matters that require formal policy decisions.
• Facilitate cross-functional discussions to resolve RESL policy-related issues and obtain alignment on practical application.
• Identify RESL policy gaps, inconsistencies, and operational impacts, and recommend enhancements.
• Assess risks, dependencies, and unintended consequences associated with proposed RESL policy changes.

Required Qualifications:

• Sound knowledge across specific product lines, policies, sales and service processes and Sales Practices requirements across Manulife Bank.
• RESL underwriting experience and demonstrated ability to interpret and apply policy in an operational environment.
• Strong analytical and critical-thinking skills, including the ability to assess impacts, identify risks, evaluate trade-offs, challenge assumptions, and identify unintended consequences.
• Strong relationship and stakeholder management skills, with the ability to provide constructive feedback and influence without direct authority.
• Ability to maintain customer, business, and risk perspectives when evaluating calls, emails, policies, and operating practices.
• High level of professionalism, attention to detail, discretion, and verbal and written communication skills.
• Ability to handle sensitive information in a professional manner.
• Strong planning, organization, and execution skills, with the ability to manage changing priorities and recurring deliverables.
• Strong Excel and PowerPoint skills, with the ability to create clean, visually appealing reporting
• Ability to identify workflow, system, procedural, and control gaps and escalate issues appropriately.
• University degree in Risk Management, Finance, Business, Economics, Statistics, or a related field (MBA preferred or equivalent experience considered)
• Minimum of 5-7 years of experience in risk management or a related field.
• Ability to manage high Visibility and high-risk consequences.

Preferred qualifications:

• Proficiency with relevant PC-based applications; knowledge of Verint is an asset.
• 3-5 years experience supporting Sales risk oversight programs
• 3-5 years experience supporting Residential Lending Policies and Procedures
• Bilingualism (English and French) is considered an asset.

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 hr@manulife.com.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 CAD

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 hr@manulife.com 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 hr@manulife.com 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.