Service Model Transformation Manager
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Job Description
Service Model Transformation Manager advancing Manulife’s retirement-services operating model. Driving governance, operationalization, readiness, and cross-functional alignment for evolving customer journeys.
Responsibilities:
- Lead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate
- Assess impacts to service experiences, capabilities, processes, roles, hand-offs, technology, data, controls, training, communications, and change readiness
- Define requirements, gaps, dependencies, and decisions needed to operationalize the service model and achieve the target state
- Translate analysis into practical recommendations, accountable owners, and sequenced actions aligned to program milestones and business priorities
- Manage multiple concurrent workstreams, priorities, and deliverables
- Develop and maintain relationships across functions and teams
- Facilitate cross-functional working sessions, synthesize perspectives, resolve ambiguity, and influence decisions without direct authority
- Establish and facilitate operating-model governance covering decision rights, ownership, dependencies, escalation paths, and alignment checkpoints
- Communicate complex analysis, service impacts, risks, and recommendations to working teams, business leaders, and executive stakeholders
- Maintain traceability between program decisions, service-model impacts, operationalization requirements, governance decisions, and approved outcomes
- Support communication, socialization, readiness, and adoption for implementation and sustainability of the service model
- Produce and maintain service-model artifacts, impact assessments, gap analyses, operationalization roadmaps, governance frameworks, and readiness/adoption materials
Requirements:
- Progressive experience at a manager or senior-manager individual contributor level in service-model design, service transformation, operationalization, or complex business change within an iterative program environment
- Strong business acumen and ability to connect strategic direction, customer and advisor needs, operational realities, and program decisions
- Strong analytical capability, including impact assessment, gap identification, business requirements definition, and translating findings into implementation actions
- Excellent written, verbal, presentation, and facilitation skills
- Ability to communicate complex topics clearly and tailor messages for different audiences
- Ability to influence decisions, build alignment, and move work forward across teams without formal authority or direct people leadership
- Proven relationship-management skills with cross-functional partners, business leaders, and executive stakeholders
- Excellent organization, prioritization, and time-management skills
- Track record of managing multiple workstreams and delivering high-quality outputs on time and to deadline
- Sound judgment, initiative, ability to work independently, navigate ambiguity, and escalate issues with clear options and recommendations
- Experience managing interdependent work across Product, Technology, Operations, Sales, Service, and change-management partners
- Experience in retirement, financial services, or another regulated environment is an asset
Benefits:
- Incentive programs and incentive compensation tied to business and individual performance
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Flexible work environment
- Learning and career growth support
- Well-being and inclusion support
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