The Opportunity

This role will be primarily responsible for the monitoring and mitigation of the distribution risks across the local business units. Working closely with the business unit risk management, compliance, and distribution teams, the Head of DRQC will assist Distribution in ensuring adherence to the company’s risk management requirements, nurture a culture of risk management, and enhance the business quality.

Responsibilities

Evaluate current risks and identify emerging risks facing the business and ensure that controls are properly focused.Drive a reduction in distribution risk, both in terms of total risk (value) and per capita (# of incidents).Maintain a risk register for key distribution risks, mitigation plans, and progress to closure. Assist in the establishment of a governance process for escalation of material risks.Assist in the reporting of the Distribution risks and action plans on a monthly basis or the agreed frequency. Respond to Audit, Risk, and Compliance findings and assist in the development of remediation plans.Collaborate with Risk Management and Compliance teams to identify and share best practices with respect to risk management & controls.Maintain a high level of responsiveness to Risk Management, Compliance, and Audit Services, ensuring adherence to internal and external requirements and standards.Work with the Risk management and Compliance teams to drive the continuous improvement of the risk management framework, methodology, tools, and reporting (specific to agency distribution risks).

Distribution Governance

Assessing the materiality of the risks and providing feedback to the risk owner on action plans to mitigate risks. Supporting the risk owner in establishing the appropriate mitigating controls relative to the inherent distribution risk, and assessing the design and operating effectiveness of these controls.Monitoring of actions and progress to close Audit Items and Compliance findings related to Distribution.Assist in promoting a strong risk management culture within the local Distribution teams.Represent Distribution in the Distribution Risk Committee by providing senior management with overview of the Distribution risks, status of remediation actions, and initiatives.Reporting on the residual risk across all distribution channels, which is not mitigated by controls, including operational risk, control deficiencies, and personnel and process inadequacies.Collaborate with local risk, Compliance, and Distribution teams, to embed the distribution business quality framework for the thematic review of risks, sales quality, and standards across the agency distribution channel.

Nurture Quality Business Unit Functions in LBUs

Data Analytics

Perform first level review and trend analysis / irregular sales activities monitoring (Key Risk Indicators) to monitor business units sales quality or adverse sales behavior.Perform preliminary review on the exceptional cases from Distribution Conduct Analytics (DCCD and Neo4J), and work with relevant stakeholders to resolve any issue identified.Ensuring timely and accurate escalation of material issues and non-compliant activities through the agreed governance framework.

Control Review

Assist Distribution units to perform Risk Controls Self-assessment (RCSA) and Fraud Risk Assessment.Assist in the documentation review/control assessment of the sales process and existing controls within the Distribution function.Assist in designing and performing controls testing plans to ensure that control design and operating effectiveness are capable of mitigating the risks.

Distribution Quality Assessment

Assist in the conduct of deep dive analysis on the results of eWelcome / Welcome calls, Mystery Shopping, and/or other Group initiatives; and coordinate with the Risk, Compliance, and Distribution teams to develop actionable plans to improve sales quality.Drive a continuous quality improvement culture in the distribution channels.

What motivates you?

You obsess about customers, listen, engage and act for their benefit.You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.You thrive in teams and enjoy getting things done together.You take ownership and build solutions, focusing on what matters.You do what is right, work with integrity and speak up.You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

Bachelor degree holderCPA, CFA, MBA designation preferred, along with insurance industry experience.LOMA Diploma and/or Certification is preferable.At least 10 years of experience in Distribution Function and/or Operations risk within Insurance or financial services industry is required.Experience in an audit, SOX compliance, or operational risk controls environment will be favorable.Good working knowledge of operations within a financial services organization, and the ability to navigate company risk policies and standards.Strong interpersonal skills, including the ability to influence management at various levels of the organization.Strong organization and project management skills. Excellent customer focus and a commitment to quality while still meeting deadlines.Ability to effectively communicate ideas and recommendations orally and in writing, while considering the viewpoint of others.

What can we offer you?

A competitive salary and benefits packages.A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.A focus on growing your career path with us.Flexible work policies and strong work-life balance.Professional development and leadership opportunities.

Our commitment to you

Values-first culture
We lead with our Values every day and bring them to life together.Boundless opportunity
We create opportunities to learn and grow at every stage of your career.Continuous innovation
We invite you to help redefine the future of financial services.Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

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

Hybrid