Service model transformation manager

The Opportunity:

The Senior Manager, Service Model Transformation is a senior individual contributor role accountable for advancing the FutureChoice service model as the program, product, and customer journeys evolve. Positioned below the Director level and above staff-level execution roles, this position requires the judgment, business acumen, and organizational perspective to operate independently, influence across functions, and translate each program iteration into clear service impacts and operational priorities.

The successful candidate will assess what is required to operationalize the model, drive prioritized actions toward the target state, and build strong relationships across Retirement and key business teams. The operating model will be used primarily as a governance mechanism to clarify decision rights, ownership, dependencies, and alignment with key business stakeholders and the service model. This role has no direct people-leadership responsibilities.

Responsibilities

• Lead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate.
• Apply strong business acumen to assess each iteration for impacts to service experiences, capabilities, processes, roles, hand-offs, technology, data, controls, training, communications, and change readiness.
• Define the 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 with disciplined planning, follow-through, and attention to deadlines.
• Develop and maintain productive relationships across functions and teams, adapting engagement and communication approaches to different stakeholder needs.
• Facilitate cross-functional working sessions, synthesize diverse perspectives, resolve ambiguity, and influence timely decisions without direct authority.
• Establish and facilitate operating-model governance to align key business stakeholders, confirm decision rights and ownership, manage dependencies, and maintain alignment with the service model.
• Communicate complex analysis, service impacts, risks, and recommendations clearly to working teams, business leaders, and executive stakeholders.
• Maintain traceability between evolving program decisions, service-model impacts, operationalization requirements, governance decisions, and approved outcomes.
• Support communication, socialization, readiness, and adoption so business teams can consistently implement and sustain the service model.
  

Core Deliverables

• An iteratively maintained service model reflecting current program, product, journey, and operational decisions.
• Service-impact assessments identifying changes to experiences, capabilities, processes, roles, hand-offs, technology, controls, and business readiness.
• A current-state-to-target-state gap analysis with prioritized operationalization requirements, dependencies, decisions, and recommendations.
• A sequenced operationalization roadmap aligned to program milestones, accountable owners, and implementation readiness criteria.
• Service-model artifacts for remaining go-live journeys, subsequent development phases, and the Transitions workstream.
• An operating-model governance framework covering stakeholder forums, decision rights, ownership, escalation paths, dependencies, and alignment checkpoints.
• Readiness, communication, and adoption materials that enable business teams to implement and sustain the target-state service model.
  

Measures of Success

• The service model remains current, decision-ready, and aligned as the program, product, and journeys evolve.
• Operational impacts and target-state gaps are identified early and supported by clear analysis, recommendations, owners, and timelines.
• Multiple priorities and workstreams are organized effectively, with high-quality deliverables completed on time and to agreed deadlines.
• Strong relationships and credibility across teams enable timely decisions, constructive challenge, and sustained stakeholder alignment.
• Operating-model governance provides clear accountability, effective escalation, and alignment among key business stakeholders.
• Business teams are prepared to implement, adopt, and sustain the service model at each release and through progression to target state.
• Service-model outcomes, operating-model decisions, and program delivery remain visibly connected and traceable.

Qualifications

• 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 the ability to connect strategic direction, customer and advisor needs, operational realities, and program decisions.
• Strong analytical capability, including experience assessing impacts, identifying gaps, defining business requirements, and translating findings into practical implementation actions.
• Excellent written, verbal, presentation, and facilitation skills, with the ability to communicate complex topics clearly and tailor messages for different audiences.
• Demonstrated ability to influence decisions, build alignment, and move work forward across teams without formal authority or direct people leadership.
• Proven relationship-management skills, with the credibility and judgment to work effectively with cross-functional partners, business leaders, and executive stakeholders.
• Excellent organization, prioritization, and time-management skills, with a track record of managing multiple workstreams and delivering high-quality outputs on time and to deadline.
• Sound judgment, initiative, and the ability to work independently, navigate ambiguity, and elevate 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.

Preferred Qualifications:

• Business acumen and enterprise perspective
• Service-model leadership and customer-centric thinking
• Strategic analysis with hands-on operationalization capability
• Excellent communication, facilitation, and executive-ready storytelling
• Influence, negotiation, and decision support without formal authority
• Enterprise relationship management and cross-functional collaboration
• Strong organization, prioritization, multitasking, and deadline management
• Structured problem-solving, sound judgment, and personal accountability
• Agility and responsiveness in an iterative delivery environment
  

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize 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.

Le poste annoncé correspond à une vacance existante.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à View email address on apply.j-vers.com.

Région de référence du salaire

CAN, Ontario -Télétravail à temps plein

Modalités de travail

À distance

L’échelle salariale devrait se situer entre

$70,500.00 CAD - $117,500.00 CAD

Les employés ont également la possibilité de participer à des programmes incitatifs et de recevoir une rémunération liée à la performance de l’entreprise et des individus. Le salaire réel variera selon les conditions du marché local, la région géographique et les facteurs propres au poste, tels que les connaissances, les compétences, les qualifications, l’expérience et la formation. Si vous postulez à ce poste en dehors de votre lieu principal, veuillez contacter View email address on apply.j-vers.com pour connaître la fourchette salariale applicable à votre région.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à View email address on apply.j-vers.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.

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