Operations Risk and Controls Governance Manager

Operations L1B in Asia Segment was established at the end of 2020 with the objective to ensure that operations risks are managed effectively, that there is consistency and high standards of controls implemented across the Asia Segment.

With the ever-growing maturity of the Operations Risk & Governance structure, the Operations L1B team’s responsibilities now include (but are not limited to) the following:

• Drive Risk Awareness across 12 markets to promote a strong Risk Management Culture in line with the Manulife risk appetite.

• Develop, effectively communicate, and implement enhancements to current key processes, including Control Testing (including setting up of the BAU control testing), Audit preparation, RCSA support, Complaints Analysis and Management, and other Operations Governance initiatives to risk and controls governance within the Operations division

• Implement frameworks and initiatives to strengthen the Operations risk controls, in collaboration with market Operations.

Within the Operations L1B team structure, the role of Manager, Operations Risk & Controls Governance is responsible for the following:

• Assist the Regional Ops L1B team to implement the initiatives and activities to operationalize the Operations L1B agenda across Asia.

• Work with markets to understand existing processes, identify and assess risks and controls, detect and remediate gaps.

• Advise/challenge markets to optimize controls and close gaps with the desired Asia Ops Risk Governance frameworks.

Position Responsibilities:

Assists in initiatives or BAU work which drives controls improvement program across Asia.

This would include, but is not limited to:

• Support Operations Line 1B initiatives such as but not limited to Controls Testing, Risk and Control Self-Assessment (RCSA), Complaints Analysis, Gap Analysis and Framework implementation, Audit Preparation

• Planning, organizing and implementing Operations L1B initiatives to improve risk & controls governance across the Asia segment.

• Performing detailed analysis of current process and controls against required improvements, including using data analytics to identify gaps/issues/trends that should be remediated to strengthen the governance of operations risk.

• Evaluating findings, uncovering areas for improvements

• Leading reviews of business processes and developing optimizing strategies

• Conduct meetings and workshops to present ideas, gather information, brainstorm and identify solutions.

• Effectively communicating insights and plans to cross-functional teams and management.

• Documenting, communicating, and reporting of information received, actions taken, outcomes.

• Updating playbooks, etc. with the changes in processes.

• Assist to coordinate risk and control project activities and promote good practices and share intelligence (e.g., fraud trends).

• Other assignments as and when required by the Regional Ops L1B team.

Individual Accountabilities:

• Effective and efficient execution of key tasks that have been assigned

• Proactive planning and self-management to achieve individual and team goals

Key Shared Accountabilities:

• Effectiveness and continuous improvement of the Asia Ops L1B controls program

• Effective and continuous improvement of the key capabilities identified as your responsibility

• Alignment with Manulife and L1B strategy and KPIs

Key Leadership Behaviors:

• Uncompromising on integrity, in-line with principles and values and Code of Ethics

• Understands the big picture

• Trusted business partner, with pragmatic approach to risk management

• Promote risk awareness with business stakeholders to manage their needs and risk concerns

• Challenges the status quo and looks for ways to enhance processes and tools

• Builds strong stakeholder relationships with markets, maintains open and frequent communication channels

• Adding value by probing into current risks and advising on best practices

• Awareness of risk trends in the industry by reading and networking

• Acts proactively and independently to achieve deliverables, good at strategic planning and execution

Required Qualifications:

• University graduate with minimum 5-8 years of experience in Operations Risk Management, or Operations Controls

• A solid understanding of core insurance operational processes. Experience working within operations is necessary

• Proficiency in tools such as Microsoft Excel, Visio, Access, Power BI, SQL will be an advantage

• Deep understanding of Operational processes and risks and how they can impact the business

Core Competencies and Skills:

• Ability to deep-dive effectively into existing processes and controls and to analyze control gaps and work closely with the stakeholders to identify, plan and implement effective controls. Where solutions involve multiple parties (e.g., vendors), it will be necessary to support the country staff to implement the proposed solutions and other steps necessary for the Change Management

• Analytical skills, attention to details, curious

• Strong stakeholder and people management skills; able to effectively articulate technical vision, possibilities, and outcomes through strong verbal and written communication

• Strong interpersonal skills, with ability to influence stakeholders

• Resilient, self-driven, able to meet objectives with a minimal amount of managerial oversight

• Can distil complex issues into simple reports, solutions, and designs

• Proficient in English, both verbal and written, proficiency in other Asian language would be a plus.

• Strong organizational and implementation capabilities, with good time management and reporting skills

• Experience in a global and/or regional role is advantageous.

Problems/Challenges:

Challenges arising from interacting with the other teams and business units

• Communicating and promoting risk management practices to teams with varying degrees of understanding of operational risk, and limited buy-in to changes

• In-country resource issues whereby there might not be committed resources to implementing the desired changes within a tight timeline

Position Dimensions (Organizational Impact):

• This is an individual contributor position

• Will support Regional Ops L1B processes and initiatives

• Will work closely with a set of stakeholders across Asia operations, on various risk and control related initiative

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 [email protected].