Senior Manager, Global Operations AI

Manulife • Toronto, ON

4d • CA$129,400 - CA$179,400 • Hybrid

About The Position

In this role, you will work closely with the AVP and Director to support execution of the Global Operations AI mandate across strategy, transformation, product delivery, people strategy, and responsible AI governance. You will serve as a key coordination point across 14 countries, maintaining visibility across portfolio priorities and supporting timely execution. A core part of this role is enabling Tech and Operations teams — who are increasingly building and owning AI models through low-code/no-code and vendor solutions — to understand and fulfill their first-line Model Risk Management obligations.

Requirements

• 6+ years of experience across AI governance, model risk management, compliance, operational risk, or technology risk in a regulated financial services environment.
• Demonstrated experience supporting or coordinating first-line model risk obligations — including model inventory management, risk tiering, documentation requirements, and ongoing monitoring commitments.
• Demonstrated experience in Responsible AI governance, including ownership of governance reviews, working knowledge of OSFI guidelines and privacy frameworks, and the ability to lead evidence coordination independently.
• Practical understanding of AI/ML risks — bias/fairness, explainability, robustness, data privacy — and how governance requirements translate into delivery evidence.
• Ability to communicate MRM obligations clearly and accessibly to non-specialist model owners across Tech and Operations teams.
• Strong organizational and coordination skills; comfortable managing multiple concurrent workstreams across global teams.
• Strong analytical and written communication skills; able to synthesize complex information for senior audiences.
• Demonstrated ability to work independently, prioritize competing demands, and drive to resolution without constant direction.
• Hands-on experience using AI tools for research, synthesis, reporting, and content generation; comfortable experimenting with and adopting agentic workflows and LLM-connected enterprise platforms to accelerate high-value work.

Nice To Haves

• Experience supporting governance and MRM for GenAI and LLM-enabled solutions, including evaluation approaches and monitoring considerations for large language models.
• Familiarity with low-code/no-code AI tools and vendor model governance — understanding the MRM implications of model ownership shifting to non-specialist teams.
• Experience with enterprise governance tools, model registries, or risk management platforms.
• Experience supporting AI transformation programs across multiple geographies or business units.
• Understanding of people strategy, reskilling, or workforce transformation programs in a tech/operations context.
• Relevant certifications in risk, privacy, compliance, or AI ethics are an asset.
• Financial services experience strongly preferred.

Responsibilities

• Provide guidance to Tech and Operations model owners on first-line MRM obligations. Support model documentation, submissions, monitoring, and ongoing compliance activities.
• Manage governance reviews and evidence coordination for AI initiatives. Partner with Risk, Legal, Compliance, and Privacy teams to obtain approvals, resolve issues, and maintain documentation aligned with enterprise standards.
• Translate regulatory and policy requirements into practical guidance for AI teams across regions and business segments.
• Coordinate portfolio activities across 14 countries, including intake management, reporting, escalations, and cross-country collaboration.
• Track portfolio targets and benefit realization, identify variances, and provide progress reporting to senior leadership.
• Monitor AI workforce and reskilling initiatives, track progress, identify risks, and escalate issues as needed.
• Conduct market, regulatory, and competitive analysis, delivering concise insights and recommendations to support leadership decisions.
• Prepare executive reporting, dashboards, status updates, and governance documentation to support oversight and audit requirements.
• Leverage AI tools and automation to improve reporting, documentation, and executive communications, while sharing best practices across the team.
• Drive process improvements across governance, documentation, and coordination activities to increase efficiency and reduce rework.

Benefits

• health
• dental
• mental health
• vision
• short- and long-term disability
• life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program (includes holidays, vacation, personal, and sick days)
• full range of statutory leaves of absence

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed