Director, Program Development, North American Market Conduct Compliance

Reporting to the Global Head of Distribution Compliance, the incumbent is responsible to mature the operational capabilities of the North American Market Conduct Compliance (NAMCC) team with a strong focus on leveraging technology, lean methodologies, risk-analytics, and intelligence methodologies to advance the efficiency and efficacy of NAMCC second line investigation and examination programs.

This job description is not a comprehensive listing of all job duties required for this role. We reserve the right to change these duties or assign additional duties at any time with or without notice.

Position Responsibilities:

The incumbent will be responsible to develop, implement, and maintain innovative technological solutions to mature the operational capabilities of NAMCC second line programs. Specific responsibilities and accountabilities include, but are not limited to:

• Fostering a strong culture of inclusion, collaboration, lean methodologies, continuous improvement, and transparency;

• Fostering a strong, respectful, and collaborative working relationship with Manulife’s various information technology teams, analytics teams, and business unit data owners;

• Developing, implementing, and maturing the digital transformation of current and future state NAMCC investigations and examination programs;

• Leveraging technology and lean methodologies to increase the efficiency and efficacy of NAMCC programs, while reducing human resource burden, case timelines, operational costs, and the administrative burden of distribution partners, advisors, and firms who are subject to a NAMCC investigation or examination processes;

• Developing, implementing, and maturing risk and intelligence programs to identify distribution partners, advisors, and firms for participation in proactive NAMCC investigations and examinations.

• Developing, implementing, and maturing Power BI dashboards supporting the various NAMCC programs, initiatives, reporting requirements, and internal/external stakeholder information sharing;

• Supporting and collaborating with the implementation and maturing of Manulife’s local and global Conduct Risk Frameworks;

• Supporting, training, mentoring, and collaborating with members of the NAMCC team;

• Supporting and collaborating with members of local and global Compliance, Risk, Distribution, and Investigation teams;

• Supporting and collaborating with monthly, quarterly and annual NAMCC reporting;

• Attendance and participation on internal and external stakeholder meetings, conferences, working groups, and forums, as required;

• Creating compliance content to present in person or virtually to internal and external stakeholders.

Required Qualifications:

• Experience in financial services sector regulation, compliance, investigations, audit, or risk required.

• Strong understanding of insurance distribution compliance and risk controls required.

• Experience with technology platforms and case management systems required.

• Proficiency in French, Mandarin or Cantonese would be an advantage.

• Ability to travel throughout North America and Asia if/when required.

• Strong understanding of Principles-based Regulation and Fair Treatment of Customers regulatory guidance preferred.

• Strong understanding of life insurance Managing General Agencies and National Account distribution channels preferred.

• The incumbent lives and models Manulife’s Values, and appropriately reflects Manulife’s Leadership DNA with respect to capabilities, skills and mindset.

• The incumbent demonstrates good judgement, balancing pragmatism with high standards for compliance and ethical conduct.

• The incumbent has strong communication and people management skills to effectively articulate decisions and recommendations that credibly and positively influence senior leaders and counterparts.

• The incumbent has the ability to appropriately articulate concerns, escalate issues, and manage difficult conversations.

Preferred Qualifications:

• University or post-secondary education preferred.

• Experience with AI platforms preferred.

• Experience overseeing financial services compliance programs preferred.

• Experience overseeing risk-analytics and/or intelligence programs preferred.

• Experience in corporate investigations or policing preferred.

• Project management, Six Sigma Lean, or Scrum Master certifications preferred.

Businesses Supported

• Second line of defense for Insurance, Investments, Affinity Markets, Group Benefits, Banking, and Group Retirement Services.

• Director, North American Market Conduct Compliance.

• Head, Global Market Conduct Compliance.

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 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.