Sr. Specialist, Risk Oversight and Policy Support

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 po