The Distribution Compliance Team is responsible for ensuring the quality and sustainability of the business as the salesforce continues to expand. New and evolving regulations such as the Financial Products and Services Consumer Protection Act (FCPA), Manulife initiative on Conduct Risk Framework and Project Minotaur, will put significant emphasis on the organization’s ability to deliver fair and positive customer outcomes. The Distribution Compliance role is critical in providing guidance and support to the business to meet new regulatory changes and Manulife initiatives.

Position Responsibilities:

• Provide a strong support to the Head of Products and Distribution Compliance and Chief Compliance Officer in ensuring that all the distribution compliance programs of the Asia Segment and local Compliance are effectively implemented.
• Develop and maintain policies and procedures to operationalize the Distribution Compliance programs across the organization.
• Coordinate with the Complaints Management Team in ensuring resolution of customer complaints.
• Conduct the necessary investigation of customer complaints that are related to sales misconduct and/or inappropriate behavior of agents and sales personnel.
• Conduct thorough investigations on compliance breaches.
• Ensure that erring agents and sales personnel are subjected to disciplinary sanctions following the company’s disciplinary process.   
• Gather and analyze pieces of evidence related to violations and misconduct to support disciplinary sanction that will be imposed.
• Ensure that complaints resolution is in accordance with regulatory requirements and internal policies.
• Prepare investigation reports that will be endorsed to the Disciplinary Committee for a decision.
• Prepare detailed reports on cases investigated for reporting to Management and to the Board.
• Maintain accurate records of compliance activities, findings, and resolutions.
• Implement best practices and innovative solutions to enhance compliance effort.
• Monitor and manage corrective action plans committed to address audit findings.

Individual Accountabilities:

• Create and Maintain the Policy and Procedures to support distribution compliance program.
• Draft the of Notices to Explain (NTEs), Requests for Information (RFI), Final Investigation Reports/Case Memoranda, and Letter-Resolutions to the distributor. Based on the preliminary investigation report and the Company's records.
• Protect the confidentiality of all sensitive information related to investigations and disciplinary actions.
• Continuously review and improvement disciplinary processes and policies.
• Regular meeting with distribution channel heads and line 1B for regular reporting, alignment and improvements.
• Prepare Disciplinary Committee - SDS Memo for review and approval of DC head and CCO.
• Organize the Quarterly Disciplinary Committee meetings.
• Prepare and submit IC Negative List of Agents Report to the Insurance Commission every quarter.
• Oversee the rollout of Compliance Refresher Courses for agents and monthly reporting on training completion rate.
• Comments in Agent's Good Standing Status/ Check Adverse Record.
• Prepare a Monthly Report to MP, MCBL (MP & MCBL SDS Cases) and MIMTC (KPI and Customer Complaints).
• Assist Head of Distribution Compliance and Chief Compliance Officer for DC related projects and initiatives.
• Oversee the issue management for distribution compliance.

Required Qualifications:

• Minimum 5 years relevant experience in insurance, financial services industry or regulatory bodies in Compliance.
• Knowledge of financial services industry, related legislations, regulators, industry best practices and professional standards.
• Good interpersonal and communication skills to work with various stakeholders.
• Able to work under pressure with good Compliance judgement skill.
• Able to work independently and proactively, as well as be a team player. Support on local and regional projects.
• Familiarity with system reports and presentations utilizing excel and PowerPoint skills.
• Establish and maintain relationships with industry association and members.

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.