Service Model Transformation Manager

🔥 1 hour 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

Founded 1887

🏥 Healthcare

💸 Finance

🛡️ Insurance

💰 $1.2G Post-IPO Debt on 2023-03

Healthcare • Finance • Insurance

Manulife is a leading international financial services group based in Canada, offering a range of insurance and wealth management products to customers across North America, Asia, and Europe. The company is dedicated to helping people with their financial and healthcare needs through innovative solutions in insurance, investment, and retirement planning. Manulife is notable for its commitment to sustainability, diversity, equity, and inclusion. It has been recognized as one of Canada’s Top 100 Employers, demonstrating its dedication to creating a supportive and diverse workplace. With operations spanning numerous countries, Manulife is committed to delivering strong financial performance and customer satisfaction.

📋 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 recommendations, accountable owners, and sequenced actions aligned to milestones and priorities • Manage concurrent workstreams, priorities, and deliverables • Develop relationships across functions and teams and adapt engagement approaches to stakeholder needs • 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 so business teams can implement and sustain the service model • Produce service-impact assessments, current-state-to-target-state gap analyses, operationalization roadmaps, service-model artifacts, 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 connecting strategic direction, customer and advisor needs, operational realities, and program decisions • Strong analytical capability assessing impacts, identifying gaps, defining business requirements, 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, and ability to work independently and navigate ambiguity • Ability to 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

• Flexible work environment • Health insurance • Dental insurance • Mental health benefits • Vision insurance • Short- and long-term disability insurance • 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 • Incentive programs and incentive compensation tied to business and individual performance • Learning and career growth support • Diversity, inclusion, and accommodation support