Manager, Operational Risk

This role is responsible for executing key elements of the business unit’s Risk Management Framework, managing audit engagements, and supporting operational resilience through effective risk, fraud, and incident management. The incumbent ensures that risks are well understood and mitigated through strong controls, process discipline, and business continuity planning—enabling the organization to achieve its strategic objectives.

Responsibilities

• Execute the business unit’s Risk Management Framework, ensuring alignment with enterprise risk standards and regulatory expectations.
• Lead and coordinate internal and external audits (e.g., SOX, SOC 1, regulatory exams), ensuring timely responses and issue resolution.
• Conduct risk and control assessments, analyze process documentation, and recommend improvements to strengthen controls and operational efficiency.
• Monitor and report on Key Risk Indicators (KRIs), emerging risks, and control gaps; escalate issues as needed.
• Support fraud risk management by identifying vulnerabilities, recommending controls, and reviewing incidents for root causes and remediation.
• Contribute to the development, testing, and maintenance of Business Continuity Plans (BCPs) and participate in incident response and post-incident reviews.
• Review operational risk incidents and errors to identify lessons learned and implement preventive and detective controls.
• Maintain strong relationships with business and functional partners; deliver risk insights and recommendations to senior stakeholders.
• Promote a culture of risk awareness through training, communication, and participation in governance forums and risk committees.
  
  

Required Qualifications

• Working knowledge of retirement plan services operations.
• MBA, other graduate degree, or advanced studies (including industry risk certifications) and/or recognized accounting (CPA) or auditing (CIA, CISA) designation.
• Strong knowledge of audit methodologies, internal controls, and regulatory frameworks.
• Experience with risk management tools, data analytics, and process improvement.
• Demonstrated process acumen, including process mapping and optimization.
• Lean Six Sigma Black Belt certification is a strong asset.
• Experience in fraud risk management, business continuity planning, and incident response is preferred.
• Strong analytical, communication, and stakeholder engagement skills.
  
  

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.

Referenced Salary Location

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$71,925.00 CAD - $119,875.00 CAD

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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)