Investigation and Remediation Manager

About the role

Manulife is looking for an Investigation and Remediation Manager in Makati City to lead the investigation, resolution and remediation of internal complaints and compliance issues across the Agency Distribution organization. The role ensures timely, fair and thorough case handling and drives corrective and preventive action plans to strengthen controls and mitigate risk. It works closely with HR, Operations, Compliance, Risk, Audit, Legal and the Agency Business Units.

Key responsibilities

• Lead end-to-end investigations of complaints, misconduct and compliance issues, ensuring objectivity, confidentiality and fairness, and produce reports with root cause analysis and recommendations
• Oversee complaint intake, assessment and prioritization, track outcomes and escalate sanctions where needed, and identify trends to inform risk mitigation
• Resolve compliance breaches and control failures, working with stakeholders to define remediation actions and follow through on sanctions
• Develop, implement and track corrective and preventive action plans (CAPAs) from audits, investigations, compliance reviews and self-identified gaps, escalating overdue or ineffective actions to senior management
• Perform root cause analysis, recommend sustainable improvements and partner with process owners and governance teams
• Maintain centralized tracking systems, provide regular management reporting and prepare reports for governance committees and audit
• Act as a trusted advisor to HR, Legal, Compliance, Risk, Audit and business units, and help strengthen internal controls and a culture of accountability and ethics

Required profile

• 8-10+ years of experience in compliance, audit, investigations or risk management
• Bachelor's degree in business, law, finance or a related field (preferred)
• High level of integrity and professional judgment

Required skills

• Strong investigative, analytical and problem-solving skills
• Familiarity with governance, risk and compliance frameworks
• Excellent stakeholder management and communication skills