Reporting into the AVP Resilience Risk, The Director, Operational Resilience is responsible for the success of strategic outcomes through the direct oversight, leadership and delivery of multi-year strategic programs aligned with segment goals. The role partners across business lines, geographies, and value streams to ensure strategic objectives achieve intended outcomes. This position is accountable for managing end-to-end delivery of the Resilience Risk Critical Operations Program in alignment with OSFI E21. Responsibilities include program management, strategy design, strategy execution, reporting and dashboards, oversight and challenge and ongoing monitoring. This role will involve extensive partnership with stakeholders from all segments, functions, and business, thus will be a complex role with broad impact. Curiosity, good business judgment and ability to connect the dots in a complex operating model are key elements for this role. 

Position Responsibilities:

Support the development and maintenance of operational resilience policies, standards and guidelines.

Develop execution strategy for the Critical Operations program for Operational Resilience by collecting and analyzing data (internal and external), applying best practices, problem-solving, and preparing/synthesizing recommendations to share with the AVP and broader stakeholder group

Lead stakeholder management with cross-functional stakeholders to socialize issues, develop strategies, drive the case for change and implement solutions

Deliver through execution excellence and sound program management

Develop and manage milestones and project plan

Identify, escalate, and remediate risk and barriers from execution

Support the development of various Operational Resilience Program workstreams as well as ad hoc projects and risk programs

Support the design and implementation as well as ongoing maintenance of the operational resilience management system.

Operate as SME to provide oversight and challenge over the ongoing critical operations assessment activities and the reporting of resilience posture, working with Segment Operational Risk Officers to help ensure timely and accurate resilience assessment outcomes

Provide education and training to business, operations and technology resources to implement the resilience management program(s) within their respective area.

Develop dashboards and reporting and identify and ensure key operational risk and resilience exposures are reported and escalated to Senior Management and Governance / Risk Committees on a timely basis, and support review that mitigating actions and remediations are identified and taken as appropriate.

Support transition from program implementation focus to risk oversight and challenge of the first line of defense as program is implemented, and support ongoing maintenance of program going forward

Required Qualifications:

Bachelor's degree in finance, accounting, business administration, or a related field.

Extensive experience in operational resilience or risk management in financial services (8 years+)

Proven track record of developing and implementing resilience strategies.

Expert knowledge of risk management principles, best practices, and tools

Strong understanding of financial services regulations and interfacing with internal partners.

Strong communication and presentation skills with the integrity and confidence to liaise with executives and senior management

Strong problem-solving and strategic thinking capabilities

Experience leading cross-functional teams and managing projects.

Ability to influence and deliver amidst ambiguity

Strong presentation and facilitation skills; comfortable addressing large and small audiences.

Proven leadership experience and demonstrated ability to foster a high-performing culture

Solid experience in designing, implementing, and validating the effectiveness of operational controls

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.

#LI-Hybrid

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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.

Working Arrangement

Salary & Benefits

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. Please contact recruitment@manulife.com for additional information.

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.