AVP, Global People Services (Readiness & Innovation)

AVP, Global People Services (Readiness & Innovation)

The AVP, Global People Services (GPS) - Service Readiness & Innovation ensures the GPS strategy and operating model translate into coordinated, launch-ready, scalable services. This leader integrates service readiness, product enablement, knowledge, training, regional execution, and innovation so delivery teams can provide consistent, compliant, and experience-led service.

The role monitors operating-model effectiveness, closes service alignment and enablement gaps, and coordinates new or changed services. It confirms impacts, requirements, team readiness, and risks before launch.

Key Accountabilities

Enable the GPS strategy and operating model

• Translate GPS strategy into practical readiness, product, knowledge, training, and innovation priorities.
• Assess operating-model effectiveness and address gaps, duplication, handoffs, and capability needs.
• Align service scope, ownership, channels, and enabling capabilities; recommend improvements that strengthen scale and colleague experience.

Lead end-to-end service readiness and launch coordination

• Lead intake, impact assessment, planning, validation, cutover, hypercare, and post-launch review for changes entering GPS.
• Confirm ownership, process, controls, capacity, technology, data, knowledge, training, communications, escalation paths, and success measures before services go‑live.
• Manage cross-service dependencies, resource constraints, sequencing, and launch risks; elevate unresolved issues through GPS governance.

Lead service design, product ownership, and innovation for GPS

• Translate colleague and stakeholder needs into scalable service models, journeys, workflows, requirements, and product roadmaps.
• Lead GPS product ownership, balancing business value, experience, operational needs, controls, and technical feasibility.
• Build and scale an innovation pipeline spanning automation, AI, self‑service, workflow, and knowledge, with clear adoption and benefit measures.

Build GPS knowledge, training, and change readiness

• Set standards for operational knowledge, procedures, playbooks, learning content, and readiness evidence.
• Ensure accurate, approved knowledge, role-based training, communications, and adoption support are available before launch.
• Use quality, search, case, and experience insights to improve effectiveness and reduce avoidable contacts and errors.

Lead regional service readiness orchestration

• Lead regional Service Delivery Managers for International, North America, and Asia, balancing global consistency with local requirements.
• Coordinate readiness across COEs, People Partners, Technology, Operations, and delivery teams using common routines, tools, and reporting.
• Build regional accountability for stakeholder engagement, launch preparation, risk management, adoption, and stabilization.

Create executive visibility and performance accountability

• Provide dashboards and readiness reviews covering demand, status, dependencies, decisions, adoption, and benefits.
• Track launch quality, disruption, knowledge effectiveness, training, adoption, automation, and stakeholder confidence.
• Recommend what to start, stop, sequence, defer, or remediate, using post‑launch insights to prevent recurring failures.

Leadership Scope

• Leads the GPS Innovation Leader, GPS Product Owner, Knowledge Readiness and Training Analyst, and three regional GPS Service Delivery Managers.
• Builds an integrated, high‑performing team connecting strategy, design, technology, knowledge, training, regional readiness, and adoption.
• Balance colleague experience, operational stability, risk, speed, and business value across a complex global matrix.
• Create clarity and accountability, influence senior stakeholders, and champion simplification, standardization, automation, AI, and digital‑first design.
• Use sound judgment and evidence to communicate readiness recommendations, including when launches should pause or be remediated.

Key Outcomes / Measures of Success

• Consistent readiness disciplines, clear service ownership, trained teams, accurate knowledge, and effective controls.
• More predictable launches, faster adoption and value realization, and fewer defects, escalations, and downstream impacts.
• A prioritized product and innovation roadmap that improves colleague experience, quality, efficiency, scale, and global consistency.

Key Partnerships

Global Head of People Operations; GPS Assistance, Pathways, Rewards, and Governance & Assurance leaders; People & Comms COEs; People Partner Teams; People Technology; Product and Digital teams; Risk, Legal, Compliance, Privacy, and Information Security; Communications; Change Management; Finance; Procurement; PMO; vendors and implementation partners.

Experience and Qualifications

• Senior leadership experience in global HR operations, shared services, service design, readiness, product management, transformation, or innovation.
• Proven success establishing operating models, governance, service standards, and launch disciplines across global and regional teams.
• Experience translating policy, process, technology, data, and organizational change into sustainable operations.
• Strong knowledge of HR service delivery, employee experience, knowledge and learning, digital products, workflow, automation, and AI‑enabled operations.
• Executive presence, analytical judgment, stakeholder influence, and experience leading geographically distributed teams.

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.

#LI-Hybrid

The role being advertised is an existing vacancy.

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$129,800.00 CAD - $241,200.00 CAD

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マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 までご連絡をお願いします。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$129,800.00 CAD - $241,200.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

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