Service Model Transformation Manager

🔥 20 hours ago

🇨🇦 Canada – Remote

💵 $70.5k - $117.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Manulife

WebsiteLinkedInAll Job Openings

10,000+ employees

🛡️ Insurance

💸 Finance

Insurance • Finance

Manulife is a multinational Canadian financial services company focused on insurance and wealth management. It describes itself as making decisions easier and lives better through life and health protection, retirement and investment solutions, and a global footprint including brands such as John Hancock in the U. S. ; the company emphasizes digital innovation, AI, sustainability and inclusive growth while offering career and customer services worldwide.

📋 Description

• 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