Senior Service Transformation Manager

Transform service models remotely with Manulife by applying impact assessment and operational planning across changing programs, products, and customer journeys.This senior individual contributor evolves and operationalizes Manulife’s FutureChoice service model. The work spans Retirement and other business teams, aligning requirements, decisions, priorities, and governance. No direct people-management responsibilities are included.Key Responsibilities:
Assess changes across experiences, processes, technology, data, controls, and readinessIdentify gaps, requirements, dependencies, decisions, and prioritized recommendationsMaintain service-model documentation and decision traceabilityFacilitate working sessions and operating-model governanceCoordinate workstreams and deliverables against program milestonesRequirements:
Progressive experience in service-model design or service transformationStrong impact assessment, gap analysis, and requirements-definition skillsAbility to influence across functions without formal authorityExperience across Product, Technology, Operations, Sales, and ServiceStrong communication, facilitation, organization, and prioritization skillsBring service transformation, analytical, and stakeholder-management expertise to operationalize Manulife’s FutureChoice model remotely from Ontario.
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