Senior Service Model Transformation Lead

Manulife; Canada; Remote; CAD 71,000 - 118,000; Full time

Job summary

Manulife is seeking a Senior Manager, Service Model Transformation to advance the FutureChoice service model as programs and journeys evolve. This senior individual contributor operates independently, influences across functions, and translates iterations into clear operational priorities.

The role will assess requirements to operationalize the model, drive prioritized actions toward the target state, and build strong relationships with Retirement and business teams.

Qualifications

• Progressive experience at a manager or senior-manager level in service-model design, transformation, or complex business change.
• Strong business acumen linking strategy, customer needs, operations and decisions.
• Excellent written, verbal, presentation, and facilitation skills.

Responsibilities

• Lead evolution of the service model as programs iterate in scope and journeys.
• Assess impacts to service experiences, processes, roles, data, and readiness.
• Define requirements, gaps, and decisions to operationalize the model toward target state.
• Translate analysis into actionable recommendations with accountable owners.
• Manage multiple workstreams with disciplined planning and deadlines.
• Build relationships across functions and adapt engagement approaches.
• Facilitate cross-functional sessions and synthesize perspectives to reach decisions.

Skills

Service-model design

Cross-functional collaboration

Strategic thinking

Stakeholder management

Analytical thinking

Change management

Communication

Decision influence

Job description

Manulife is seeking a Senior Manager, Service Model Transformation to advance the FutureChoice service model as programs and journeys evolve. This senior individual contributor operates independently, influences across functions, and translates iterations into clear operational priorities.

The role will assess requirements to operationalize the model, drive prioritized actions toward the target state, and build strong relationships with Retirement and business teams.