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 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.
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.
The role being advertised is an existing vacancy.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.
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