Head of Operations Strategy, Risk

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**

Hybrid

**The opportunity**

You will be responsible for championing the operations strategy, reporting, communications, and engagement activities. You will also be accountable for leading a team responsible for the accurate and timely preparation of reporting and commentary evaluating the performance of key operations metrics. The role also has leadership of operational resilience (Operations Line 1B) and business continuity management (BCM) for the organisation, ensuring preparedness in the event of a crisis and disaster.

This role has significant and regular interfaces with internal stakeholders and senior management, to obtain resources, coordinate key reporting activities, report insights and drive results. The incumbent will also oversee and lead various functions across the team which includes Business Continuity Management, Operations Line 1B, MI & Reporting, Operations Strategy and Budgeting, Reporting.

**Responsibilities**:

- Collaborate with COO to define and prioritize operations and business strategies. Reviewing and iterating existing strategies as needed, in alignment with evolving business environment and expectations.
- Provide department leaders with recommendations and guidance to enhance teamwork and collaboration Determine key performance indicators and measurement of success to optimize operational performance
- Collaborate with Operation Management Team (OMT) to ensure alignment of progress towards goals and operation strategies. Ensure that these are driven, delivered, monitored, and communicated effectively.
- Oversee strategic business initiatives from ideation stage to successful implementation
- Provide COO and other senior leaders with analysis, insights and recommendations on the company’s operation effectiveness
- Monitor industry trends, analyze data and forecast, business opportunities or risks
- Develop and implement long-term strategic plan, including setting clear goals key milestones and execution plan.
- Develop a future-oriented operation vision by conducting research and analysis of current trends
- Identify and provide recommendations on improvements across the organization
- Coordinate overall content, operations KPIs & strategies updated in preparation for management reviews. Highlight and drive discussion with OMT for recommendation and resolution.
- Manage and coordinate overall operation strategy & budget planning exercise Responsible for monthly monitoring and updating of expenses (Example Monthly forecasting and actual vs budget on financials, KPI’s, TAT, Unit Cost Model).
- Ownership of overall Location Strategy across each value stream and department, including forecasting, quarterly reviews with MBPS, facilitating initiatives offshore support optimization.
- Champion overall staff engagement initiatives including coordinating townhalls, newsletters, communication, and reporting programs.
- Support the CTOO and leadership team with recognition and reward of staff via Podium.
- Lead BCM team to manage the Business Continuity program across the organization. The incumbent will also work with various stakeholders and drive towards desired response actions as needed.
- Reinforce an effective and exemplary risk and control culture and further strengthen the control environment. Oversight and direct involvement in Operations risk and control activities including timely execution of Ops Line 1B activities.
- Support the continued deployment of Manulife Operational Risk Framework within the first line of defense, including control reporting and oversight. Work with relevant stakeholders to monitor monthly Operations Key Risk Indicators and implement risk mitigation initiatives/controls as part of process improvements.
- Lead and manage a team responsible for driving and supporting operations business success through use of data analysis, visualization and effective management reporting.
- Assess potential operation risk onnew business recommendation or change.
- Provide support and oversight for special projects and initiatives as required.
- Plan, coordinate and lead Operation meetings and workshops

**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 rig