In this role, the Sr. Specialist, Risk Oversight and Policy Support is a subject matter expert supporting the Manulife Bank Residential Lending team. The incumbent delivers the risk oversight program by retrieving, analyzing, and evaluating recorded calls and emails completed, and reviews monthly scorecard reporting, identifying trends and potential Sales Practices concerns, and works closely with District VPs, Regional VPs, and other stakeholders to support timely mitigation. Reporting to the Manager, Policy and Risk Management, the incumbent completes a defined volume of monthly reviews to assess compliance with sales practices and quality standards and provides RESL policy interpretation and support. The role also supports the interpretation and application of RESL policies, facilitates stakeholder discussions to resolve policy-related issues, identifies policy gaps, and assesses risks associated with proposed changes. This role is ideal for a highly analytical, detail-oriented and consultative professional who is comfortable working across data, policies and stakeholders, and who takes pride in managing large-scale sales oversight programs, supporting sales practice monitoring and policies in a fast-moving environment.

Position Responsibilities

- Risk Oversight Ownership and Execution (70%)

Develop and apply review criteria to evaluate product knowledge, processes, systems, and sales practices across interactions with financial advisors, mortgage brokers, and third-party contacts, ensuring quality and compliance requirements are met. Identify, analyze, track, and communicate risk trends, control gaps, and performance concerns to Product and Sales management. Provide clear,



evidence-based findings and recommendations to support consistent risk management and quality outcomes. Lead or contribute to revisions of risk oversight, action planning and evaluation tools and processes to strengthen controls and promote consistent practices. Partner with team members and stakeholders to improve business processes, oversight practices, and service quality. Maintain current knowledge of relevant products, procedures, systems, industry practices, and Manulife Bank services. Use risk oversight findings and data to identify educational needs and present insights to Sales Enablement team. Consult with the Bank Sales Training team on the research, design, delivery, and evaluation of targeted learning solutions and supporting assessment tools.

- Policy Support (30%)

Provide RESL policy interpretation and guidance to stakeholders, escalating matters that require formal policy decisions. Facilitate cross-functional discussions to resolve RESL policy-related issues and obtain alignment on practical application. Identify RESL policy gaps, inconsistencies, and operational impacts, and recommend enhancements. Assess risks, dependencies, and unintended consequences associated with proposed RESL policy changes.

Required Qualifications

- Sound knowledge across specific product lines, policies, sales and service processes and Sales Practices requirements across Manulife Bank.




- RESL underwriting experience and demonstrated ability to interpret and apply policy in an operational environment.
- Strong analytical and critical thinking skills, including the ability to assess impacts, identify risks, evaluate trade-offs, challenge assumptions, and identify unintended consequences.
- Strong relationship and stakeholder management skills, with the ability to provide constructive feedback and influence without direct authority.
- Ability to maintain customer, business, and risk perspectives when evaluating calls, emails, policies, and operating practices.
- High level of professionalism, attention to detail, discretion, and verbal and written communication skills.
- Ability to handle sensitive information in a qualified manner.
- Strong planning, organization, and execution skills, with the ability to manage changing priorities and recurring deliverables.
- Strong Excel and PowerPoint skills, with the ability to create clean, visually appealing reporting.
- Ability to identify workflow, system, procedural, and control gaps and elevate issues appropriately.
- University degree in Risk Management, Finance, Business, Economics, Statistics, or a related field (MBA preferred or equivalent experience considered).
- Minimum of 5-7 years of experience in risk management or a related field.
- Ability to manage high Visibility and high-risk consequences.

Preferred Qualifications

- Proficiency with relevant PC-based applications; knowledge of Verint is an asset.
- 3-5 years experience supporting Sales risk oversight programs.
- 3-5 years experience supporting Residential Lending Policies and Procedures.
- Bilingualism (English and French) is considered an asset.

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📌 Sr. Specialist, Risk Oversight and Policy Support (Toronto)
🏢 Manulife/John Hancock
📍 Toronto