Director, Regulatory Compliance Management, Reporting and Client Dispute Resolution Office

As a federally chartered bank and federally and provincially regulated trust company, Manulife Bank and Manulife Trust (“Manulife Bank”) are subject to numerous legislative requirements including the Bank Act, the Trust and Loans Company Act, the Proceeds of Crime (Money Laundering) and Terrorist Financing Act and the Personal Information Protection and Electronics Document Act, among others.

The Compliance Director, Regulatory Compliance Management is responsible for leading the effective operation of Manulife Bank’s regulatory compliance management program, including the design and maintenance of all regulatory and internal reporting, interacting with regulators, maintaining regulatory compliance management inventory records, risk and control assessments, evidence of controls, compliance issues and associated corrective action plans.  The Compliance Director is also responsible for managing the Client Dispute Resolution Office (the “CDRO”), which is the highest level of complaint escalation in Manulife Bank.

The Compliance Director, Regulatory Compliance Management is a seasoned and experienced professional with subject matter expertise in reviewing and interpretating banking legislation and documenting requirements and opinions in plain language. The individual in this role is responsible for the preparation and delivery of quarterly, annual and ad hoc compliance reports for applicable stakeholders including for Manulife Bank’s Board of Directors and associated committee(s) in consultation with the CCO. The Compliance Director must also have a firm understanding of bank industry issues impacting the business.  The individual in this role also is responsible for maintaining policies and procedures.

In addition to the Bank Compliance team, this role interacts with regulators, executive leadership, Legal, Risk, Audit and Line 1B Governance and Controls teams.  

Position Responsibilities:

• Lead the ongoing management of the regulatory compliance management program, as well as policies and procedures to ensure that meet applicable regulatory requirements. Manage

• Manage, prepare and develop all compliance reporting, in consultation with the CCO, on a monthly, quarterly, annual and ad hoc basis, including reporting to executive leadership, regulators, the Board of Directors and associated committee(s) of the Board of Directors.

• Act as the point person to manage all regulatory communications and interactions working with the CCO.

• Review, interpret and summarize applicable legislation and ensure relevant stakeholders understand the requirements and actions needed to meet compliance requirements.

• Develop, update and maintain applicable team training programs, including the distribution to various stakeholders.

• Manage potential compliance issues and action plans along with the Line 1B Governance and Controls team and business partners.

• Manage the CDRO, including all escalated complaints, interacting with the OBSI, identifying and reporting trends.

• Review, prepare and develop documentation in response to regulatory reviews, audits and examination requests, working closely with the CCO and members of the Bank Compliance team.

• Participate in any other tasks that may be assigned from time to time.

• Lead the management of all regulatory records in the regulatory compliance management database (RCMD) for completeness and accuracy, risk and control assessments, and assessing controls within the RCMD.

Required Qualifications:

• Specialized compliance expertise and/or legal experience working in the banking industry.

• Ability to review, interpret and document legislation and regulatory requirements.

• Highly organized, efficient and can manage multiple tasks in a high paced environment.

• Excellent written and verbal communication skills, with the ability to simplify complicated messages.

• Excellent sense of judgment.

• Ability to readily recognize and evaluate the impact of current or potential compliance issues.

• Ability to quickly understand business processes and their risk implications, analyze complex situations, reach appropriate conclusions, make practical recommendations and exercise good judgment in escalating issues.

• Proven interpersonal, negotiation and relationship management skills.  Must be able to exchange and clarify details of information in a controlled and confident manner.

• Ability to work with fluid and changing accountabilities.

• Team player who is willing to assist team members on projects and assist in sharing workloads when necessary.

• Ability to work independently and in a team environment.

• Ability to deliver effective training on compliance issues and requirements.

• Ability to convert technical legislative requirements into suitable advice and be able to communicate difficult concepts and information to business partners.

• Ability to work with multiple objectives, conflicting priorities and complex issues.

• Ability to interact effectively with management and counterparts in other business units.

• Ability to interact with regulatory staff to ensure efficient handling of escalated licensing issues. Maintain collaborative relations with regulatory staff.

• Ability to take responsibility for compliance programs and operate to ensure that compliance objectives are achieved.

• Professional attitude and adherence to a high ethical standard.

• Ability to use LAN and PC applications including: Windows, Archer, Microsoft Office, Excel, AWD.

Preferred Qualifications:

• Legal background would be considered an asset.

• Experience with the Archer system would be considered an asset.

• Subject matter expertise in banking legislation, products and procedures in various operational areas is desirable.

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

Salary range is expected to be between

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.