People Services AI Solutions & Configuration Lead

Manulife; Southwestern Ontario; Hybrid; CAD 93,000 - 143,000; Full time

Job summary

Manulife is recruiting a People Services AI Solutions & Configuration Lead to shape AI-enabled HR services. You will partner across HR, technology, analytics, architecture, governance, and product teams to design, configure, optimize, and continuously improve AI-enabled People Services solutions.

You will influence direction, evaluate design options, and ensure governance, scalability, and operational excellence while staying ahead of AI capabilities in Workday and related ecosystems.

Qualifications

• 7+ years of experience configuring, implementing, or supporting Workday in a large enterprise.
• Deep expertise in Workday configuration: business processes, security, calculated fields, and related capabilities.
• Proven ability to lead complex, multi-stakeholder solution design and configuration initiatives.
• Strong understanding of HR processes, lifecycle events, and HR service delivery.
• Experience translating ambiguous requirements into scalable technical solutions and configurations.
• Ability to influence decisions with evidence and practical recommendations.

Responsibilities

• Serve as the technical configuration lead for AI-enabled People Services solutions.
• Translate requirements into configuration designs, technical solutions, and platform enhancements.
• Design, configure, and optimize AI-enabled capabilities within Workday and related platforms.
• Evaluate Workday AI capabilities and recommend improvements for experiences.
• Lead design discussions and impact assessments with HR and technology stakeholders.
• Partner with product, architecture, and development teams through delivery lifecycle.
• Create and maintain technical documentation and implementation guidance.
• Assess impacts across HR processes, data, security, and reporting.

Skills

Workday configuration

HR processes

Agile delivery

Stakeholder leadership

Workday AI capabilities

Communication skills

Education

Post-secondary education in IT/HR/CS

Tools

Workday Extend Pro

Workday Assistant

Workday Illuminate

Workday Agent System of Record

ServiceNow HRSD

Microsoft Copilot Studio

Azure OpenAI

Job description

Empowering People Through Technology: Join Manulife's Global HR Transformation

At Manulife, we are transforming how our people experience work. Our PeopleComms Technology team enables simple, personalized, and compliant People Services solutions for colleagues worldwide. We value innovation, collaboration, and human-centered design, helping every employee thrive.

The Opportunity

At Manulife, we are reimagining how colleagues and leaders access People Services through AI-enabled experiences. As our People Services AI capabilities evolve, this role will help shape how HR processes and services are delivered in the flow of work.

As People Services AI Solutions & Configuration Lead, you will serve as the technical configuration and solution design expert within our People Services AI squad. You will partner across HR, technology, advanced analytics, architecture, governance, and product teams to design, configure, optimize, and continuously improve AI-enabled People Services solutions.

Working at the intersection of HR technology, AI innovation, employee experience, and platform capability, you will evaluate emerging technologies, translate business needs into scalable technical solutions, and help ensure our platforms evolve to meet changing colleague expectations.

This is not a traditional configuration role. You will be expected to influence solution direction, challenge assumptions, evaluate design options, identify platform opportunities, and recommend approaches that balance colleague experience, business value, governance requirements, and technical sustainability.

You will stay ahead of rapidly evolving AI capabilities across Workday, Microsoft, and related technology ecosystems, helping Manulife identify practical opportunities to improve employee experiences while maintaining compliance, scalability, and operational excellence.

Key Responsibilities

• Serve as the technical configuration lead for AI-enabled People Services solutions, ensuring scalable, supportable, and sustainable designs.
• Translate business requirements, user stories, and product roadmap priorities into configuration designs, technical solutions, and platform enhancements.
• Design, configure, and optimize AI-enabled capabilities within Workday and related platforms.
• Evaluate emerging Workday AI capabilities and recommend opportunities to improve employee and manager experiences.
• Act as a subject matter expert for Workday AI products and capabilities, including Workday Self-Service Agent, Agentic AI solutions, and future platform innovations.
• Lead configuration design discussions, solution reviews, and technical impact assessments with HR and technology stakeholders.
• Partner with Product Leads, Business Analysts, Architects, Developers, and Test Leads throughout the delivery lifecycle.
• Analyze current-state processes and identify opportunities for automation, simplification, intelligence, and self-service.
• Design and configure workflows, business processes, integrations, decision logic, automation, and AI-enabled experiences.
• Participate in backlog refinement, sprint planning, estimation, and delivery planning activities.
• Develop and maintain technical documentation, configuration standards, design decisions, support materials, and implementation guidance.
• Assess upstream and downstream impacts of proposed changes across HR processes, data, security, reporting, integrations, and employee experiences.
• Support release planning, testing activities, defect triage, production validation, and continuous improvement efforts.
• Partner with privacy, security, compliance, risk, and architecture teams to ensure solutions meet enterprise standards and governance expectations.
• Provide technical leadership, coaching, and mentorship to team members while helping establish configuration standards and best practices.
• Monitor industry trends, vendor roadmaps, release notes, and emerging AI innovations to proactively identify opportunities for People Services.

What You Bring

• 7+ years of progressive experience configuring, implementing, or supporting Workday solutions in a complex enterprise environment.
• Deep expertise in Workday configuration, including business processes, security, calculated fields, condition rules, notifications, and related platform capabilities.
• Demonstrated experience leading complex solution design and configuration initiatives involving multiple stakeholder groups and business functions.
• Strong understanding of HR processes, employee lifecycle events, HR service delivery, and employee experience principles.
• Experience translating ambiguous business requirements into scalable technical solutions and configuration designs.
• Experience evaluating design trade-offs, identifying impacts, and recommending future-state solutions.
• Ability to challenge assumptions constructively and influence decisions through expertise, evidence, and practical recommendations.
• Strong analytical and problem-solving skills with the ability to diagnose root causes and identify sustainable solutions.
• Experience leading technical discussions with business stakeholders, architects, product teams, and technology partners.
• Strong communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience working in Agile delivery environments and supporting cross-functional product teams.
• Proven ability to manage competing priorities and navigate ambiguity in a rapidly evolving technology landscape.

Assets / Nice to Have

• Experience with Workday Assistant, Workday Agent System of Record, Workday Illuminate, or other Workday AI capabilities.
• Experience with Workday Extend Pro development and implementation.
• Experience supporting AI-enabled employee service experiences, virtual assistants, chatbots, or conversational AI platforms.
• Experience with ServiceNow HR Service Delivery (HRSD), employee service portals, or HR case management platforms.
• Experience with Microsoft Copilot Studio, Azure AI services, Azure OpenAI, or enterprise AI platforms.
• Experience with integrations, APIs, automation platforms, or workflow orchestration technologies.
• Experience facilitating Human-Centered Design workshops, discovery sessions, and solution design activities.
• Experience supporting Privacy Impact Assessments, compliance reviews, security reviews, or responsible AI governance activities.
• Workday Pro Certification(s).
• Agile, Scrum, AI, architecture, HR technology, HCD, or related certifications.
• Post-secondary education in Information Technology, Human Resources, Business, Computer Science, or a related field.

Success Measures

• Business requirements are translated into scalable, maintainable, and effective technical solutions.
• AI-enabled capabilities improve colleague experience, service accessibility, and operational efficiency.
• Configuration decisions balance innovation, usability, governance, scalability, and long-term sustainability.
• Technical impacts, dependencies, risks, and trade-offs are identified and managed proactively.
• High-quality documentation, configuration standards, and technical artifacts support ongoing support and future enhancements.
• Strong collaboration between Product, Testing, Architecture, Technology, HR, and Governance teams enables effective delivery.
• Emerging AI and Workday capabilities are evaluated and leveraged appropriately to create measurable business value.
• Stakeholders view the role asa trusted advisor who provides practical, evidence-based recommendations rather than simply executing requests.

Why Join Us?

• Help shape the future of AI-enabled People Services at Manulife.
• Work at the intersection of HR technology, Workday innovation, AI, and employee experience.
• Influence how thousands of colleagues interact with People Services in the flow of work.
• Evaluate and deploy emerging AI capabilities from Workday and Microsoft.
• Contribute to responsible, practical, and human-centered AI adoption across HR.

When you join our team:

We'll empower you to learn and grow the career you want.

We'll recognise 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.

#LI-Hybrid

The role being advertised is an existing vacancy.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

Toronto, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .