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AVP Operational Resilience

Manulife Financial Corporation

This is a Contract position in Toronto, ON posted June 7, 2024.

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

The AVP, Operational Risk and Resilience Management (ORRM) is responsible for leading various risk programs and ad hoc projects to enhance Manulife’s operational risk and resilience capability, providing guidance to segment risk teams to better identify and manage current and emerging risks, reporting relevant risk and resilience postures to the ELT, and demonstrating appropriate risk behaviours and culture.

Key Accountabilities:

Establish and maintain operational resilience policies, guidelines, processes, and procedures including Business Continuity, Disaster Recovery and Crisis management.

Initiate, manage and execute risk governance processes for operational resilience management, risk and control awareness and enhancement to operational efficiency.

Lead various Operational Resilience Program workstreams as well as ad hoc projects and risk programs to support the continued growth and maturity of the ORRM function.

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

Design and set standards on operational resilience reports, dashboards, and metrics for management reporting.

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.

With an emphasis on Technology and Data Resilience Influence and gain buy-in from the Senior Leadership team of the various businesses across the division by communicating program requirements and the value proposition to gain the support needed to implement the program(s).

Train Business Unit resources to implement the resilience management program(s) within their Business Unit. Advise the Business Units to help them assess the best way to implement the operational risk and resilience management program(s) within their business. Particular focus must be on integrating with their existing risk, resilience and compliance processes to help ensure sustainability and avoid duplication of effort.

Manage implementation of programs to ensure ORRM is aligned with the division’s business objectives and MFC’s enterprise ORM program objectives, scope and timelines.

Review and challenge business unit risk and resilience information provided (e.g. risk assessments, resilience posture, loss data, metrics etc.) Demonstrate effective oversight and challenge across the ORRM portfolio of activities Ensure key operational risk and resilience exposures are reported and escalated to divisional management, divisional risk management and Corporate Risk Management and that mitigating actions are identified and taken as appropriate.

Collaborate extensively with Segment Risk Management and Enterprise Risk Management to communicate the division’s perspective on risk exposures and program initiatives and ensure the divisional program remains aligned with MFC’s enterprise ORM program.

Share key information, including risk exposures, resilience posture and maturity, loss data and risk management/control best practices across the Division (including with other divisional risk/compliance/control officers) and reach out to other Divisions to incorporate any learnings.

Transition from program implementation focus to risk oversight focus as program is implemented and maintain program going forward.

Job Requirements (Education, Experience, Knowledge, Skills and Competencies):

  • Technology risk and resilience experience within a large Financial Institution including hosting strategies, architecture design patterns and cloud portability
  • Risk management, audit, operations, compliance or technology background with 10+ years of experience in matters of increasing complexity (preferably with several years direct risk management experience)
  • Relevant advanced designation or degree (e.g. MBA, Finance, Risk, Actuarial)
  • Highly developed business acumen, and pragmatic approach to solving problems and implementing solutions
  • In depth understanding of operational procedures at financial institution (preferably insurance).
  • Solid experience in designing, implementing, and validating the effectiveness of operational controls
  • Solid working knowledge of enterprise and operational risk management frameworks and processes
  • Proven leadership skills, along with strong program and project management capabilities and experience
  • Strong communication skills, including ability to translate complex technical issues into fundamental concepts
  • Highly effective influencing skills
  • Strong relationship building skills to build effective working relationships with Business Units and Corporate.
  • Creative problem solving and the ability to motivate others to implement new solutions

Key Problems/Challenges

  • The role will need to spend significant time working directly with Business Unit staff on details of the implementation as necessary.

Scope (Dimensions & Organizational Impact):

  • The position spans the entire Division and monitors all operational risks and resilience posture.
  • The position will interact with business unit senior management leaders and senior risk management staff

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$123,400.00 CAD – $229,300.00 CAD

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.