This role provides first line of defense oversight in identifying, assessing, and mitigating plan sponsor-related risks and contractual exposures within the Group Benefits business. By leading governance forums and complex service agreement negotiations, the Manager ensures alignment with Manulife’s risk appetite while enhancing operational controls and client experience. Position Responsibilities: 1. Plan Sponsor Risk Management & Contract Oversight Conduct initial risk and compliance reviews to reduce downstream impacts and improve internal engagement efficiency. Ensure contractual language aligns with Manulife’s standards and risk appetite, in collaboration with Legal, Privacy, and other internal SMEs. Lead complex negotiations of high-profile Service Agreements (MSAs, OA, DPAs, NDAs) with large/jumbo plan sponsors. Assert Manulife’s standard practices and policies while balancing client needs and risk tolerance. Support escalations and client interactions with professionalism and clarity. 2. Governance & Stakeholder Collaboration Lead the Client Customization Review Committee (CCRC), a multi-stakeholder governance forum overseeing client customization requests. Collaborate with stakeholders across Distribution, Legal, Privacy, Underwriting, Product, Operations, Tax, Disability, and IT Risk to ensure alignment and risk mitigation. Continuously improve committee processes, including intake, redirection, and stakeholder engagement. 3. Process Innovation & Systems Optimization Identify process gaps and initiate interdepartmental working groups to reduce inefficiencies. Support the continual improvement and development of tools such as JIRA/JSM to manage and track work requests. Champion automation and GenAI adoption to streamline contract and RFP reviews, and negotiation workflows. Foster a culture of continuous improvement and knowledge sharing across the team, including providing education and guidance on risk standards, contract language, and negotiation strategy. Required Qualifications: Bachelor’s degree in Business, Law, Risk Management, or related field. 5–7 years of experience in risk management, legal/compliance, or group benefits contracting. Strong understanding of Canadian insurance regulations, privacy standards, and operational risk frameworks. Proven experience leading complex negotiations with external clients. Exceptional written and verbal communication skills; ability to simplify complex concepts. Preferred Qualifications: Certified Risk Manager (CRM) designation or progress toward certification. Proficiency in Microsoft Office and familiarity with tools such as Power BI, JIRA/JSM, and GenAI solutions (e.g., Copilot). Strong expertise in risk identification, analysis, and mitigation, including control design and monitoring practices. Solid understanding of legal, regulatory, and privacy compliance in the context of plan sponsor risk and contractual obligations. Exceptional organizational skills with a proactive, collaborative approach and ability to manage high-visibility deliverables under ambiguity. Passion for improving client experience and driving operational excellence through innovation and continuous improvement. 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 Waterloo, Ontario Working Arrangement Hybrid Salary range is expected to be between $80,700.00 CAD - $145,260.00 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 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. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
