Director, Operational Resilience

The Canada Operations 1st line Risk and Controls team is seeking a seasoned, enthusiastic, organized individual as the Director, E-21 Operational Resilience who will represent Canada Operations in execution of the core components of its OFSI Framework. The successful candidate will be a highly motivated, self-driven and passionate professional who has solid knowledge and experience of Manulife’s Operations in one or more of these areas- Insurance, Affinity, Group Benefits Plan Sponsor Services , Contact Centres, Project Management and has worked extensively with business stakeholders and/or business risk management while being committed to successful delivery of important risk program deliverables.

This role will provide a dedicated focus on identifying, capturing and driving the E-21 governance model and deliverables. Success will require high degree of facilitation, collaboration, interviewing, influencing skills and close collaboration with business and functional areas subject matter experts and other stakeholders including Global ORM, Global Technology, Legal, Finance, HR, and Compliance.

Primary Responsibilities:

• Execute core elements of E-21 Operational Resilience Framework

• Critical Operations Identification, Assessment and Improvements

• Lead analysis of Critical Operations including defining scope of Critical Operations, impact tolerance, end-to-end mapping of assets required for running of Critical Operations (people, location, technology, process, 3rd party), identify material point of failure, develop action plan to remediate vulnerabilities, and test readiness of Critical Operations through severe but plausible scenarios.

• Partner with Critical Operations owners, Operational Resilience Office, and enabling programs (TPRM, Disaster Recovery, etc) to align, execute, and monitor progress on remediation actions

• Coordination with Global Operations and 2nd Line ORM

• Reporting to senior management on Canada Operations progress, challenges and action plans

• Manage relationship with cross-functional stakeholders to address issues, develop strategic, advocate for change, and implement solutions

• Vision & Strategy- develop & maintain a robust a Business Continuity Management and resilience strategy for Canada Segment to meet resilience objectives

• Ensure Exit Plans for Critical Third Parties are Maintained and Tested

• Maintain strong business relationships with internal business and functional support areas and develop and deliver presentations to senior audiences

• Team Management- lead and maintain a high-performing team that collaborates effectively with stakeholders. Provide coaching and support during periods of staff shortages and employee relations issues.

Required Qualifications:

• Bachelor’s degree in business, finance and / or industry certificate in operational risk

• 7-10 years of related experience with strong knowledge of business processes, risks and controls or exposure to business unit operational functions and projects that incorporate the usage of operational risk management methodologies

• Experience with leading high performing teams including coaching and developing people

• Strong verbal and written communication skills: ability to convey complex situations and relationships in a clear and concise manner and communicate effectively with all levels of staff and management

• Proven experience in creating project updates and presenting to senior management

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

• Strong critical thinking, analytical skills and professional skepticism

Preferred Qualifications:

• Knowledge of Insurance, Group Benefits, Affinity and or Contact Centres operations is a plus

• Familiarity with E-21 OFSI Operational Resilience Guideline is a plus

Competencies:

• Ability to synthesize complex information, identifying key points and issues and facilitate discussions to identify strategic and tactical impacts of transformational activities;

• Ability to identify and articulate risk and impact to the business and challenge the status quo for the right reasons;

• Ability to assimilate and interpret risk data to reach conclusions regarding the type and level of risk across the business

• Independently motivated to find new ways to address issues, confront barriers and seek out information for the benefit of the business;

• Ability and confidence to ask pertinent questions and adjust thinking when new facts are found

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 successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

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 recruitment@manulife.com.

Salary range is expected to be between

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

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.