This role will be responsible for supporting the Company's compliance and conduct risk management framework through the execution of misconduct investigations, compliance quality assurance reviews, customer complaint oversight, regulatory inspection coordination, and fraud audit support. The role ensures compliance with applicable laws, regulations, and internal policies while promoting a strong culture of integrity, accountability, and ethical conduct across the organization. The incumbent works closely with internal stakeholders, regulators, and regional compliance teams to identify, assess, and mitigate compliance and conduct risks, provide training and awareness, and support the continuous enhancement of the Company's compliance control environment.

Position Responsibilities:

Misconduct Investigation

Lead and conduct misconduct investigations in accordance with established procedures and agreed timelines.
Prepare and present investigation findings clearly, objectively, and professionally to the Disciplinary Committee (DC) to support informed decision-making on disciplinary actions.
Ensure the quality, consistency, integrity, and confidentiality of investigation processes and outcomes.
Collaborate with relevant team members to promote consistency, transparency, and fair case handling.
Ensure misconduct cases are reported accurately and timely to the Asia Compliance Team on a quarterly basis.
Travel to provincial locations, as required, to conduct investigations and support fact-finding activities outside Phnom Penh.

Handle Customer Complaints

Support the complaint handling team in managing significant customer complaints in a timely, professional, and effective manner.
Review and validate customer response letters to ensure accuracy, consistency, and compliance with applicable regulatory requirements.
Participate in meetings with the Insurance Regulator of Cambodia (IRC) and review correspondence submitted to the regulator regarding customer complaints.

Regulatory Inspection

Act as the primary coordinator for regulatory inspections and examinations.
Collaborate with relevant stakeholders to facilitate inspection activities and ensure timely and accurate responses to regulatory requests.
Travel to provincial branches, as required, to support on-site inspections and assess compliance readiness.
Coordinate the collection, review, and submission of information and supporting documents requested by regulators.

Conduct Quality Assurance

Develop the annual Compliance Quality Assurance Plan and execute QA activities in accordance with the approved plan.
Prepare QA Terms of Reference (TOR) and coordinate QA reviews with relevant business functions.
Conduct QA reviews, document findings, obtain management agreement on remediation actions, and issue final QA reports.
Record findings and agreed action plans in the Archer system and monitor remediation progress, where applicable.
Report QA results through the Quarterly Asia Compliance Report, Risk Committee Report, and monthly business review meetings.
Identify opportunities for process improvement and strengthen compliance controls through QA activities.

Annual Fraud Audit

Support Internal Audit during annual fraud audit engagements.
Coordinate with business units to facilitate audit activities and ensure the timely provision of required information and supporting documentation.
Track and follow up on audit requests and action items to support the efficient completion of audit exercises.
Assist relevant stakeholders in addressing audit observations and remediation actions arising from fraud audit reviews.

Conduct Training and Awareness

Develop and deliver compliance conduct training and awareness programs for employees and the sales force.
Provide practical guidance using real-life cases, lessons learned, and industry examples to enhance understanding of conduct risk and expected behaviors.
Support the rollout of conduct-related policies, standards, and initiatives through targeted training and communication activities.
Monitor training completion and effectiveness and recommend enhancements to strengthen the organization's conduct culture.

Required Qualification:

Bachelor’s degree in law, Finance, Business Administration, or a related field
3-5 years of experience in Compliance, Internal Audit, Risk Management, Investigations, or related functions, preferably within the financial services industry
Strong knowledge of life insurance operations, conduct risk, and applicable regulatory requirements
Experience in conducting investigations, quality assurance reviews/testing, and coordinating internal or external audits
Strong analytical, communication, and stakeholder management skills
Demonstrated integrity, independence, and sound professional judgment
Fluent in both Khmer and English, with strong verbal and written communication skills

Preferred Qualification:

Analytical and critical thinking
Investigation and problem-solving skills
Ability to manage sensitive matters with discretion
Strong coordination and stakeholder engagement
Attention to detail and documentation discipline

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 hr@manulife.com.

Working Arrangement

In Office