Remote - ON Full-time CA$70,500 - CA$117,500 / year
About the role
Manulife is hiring a senior individual contributor to evolve and operationalize its FutureChoice service model as program scope, products, and customer journeys change. The role works across Retirement and other business teams, facilitating governance and aligning operational requirements, decisions, and priorities. It has no direct people-management responsibilities.
Responsibilities
- Assess program and product changes for impacts on service experiences, processes, roles, technology, data, controls, training, and readiness.
- Identify target-state gaps, requirements, dependencies, and decisions, and translate findings into prioritized actions and recommendations.
- Maintain service-model documentation and traceability between program decisions, operational requirements, governance, and outcomes.
- Facilitate cross-functional working sessions and operating-model governance, clarifying decision rights, ownership, dependencies, and escalation paths.
- Coordinate concurrent workstreams and deliverables against program milestones and deadlines.
- Support communication, readiness, and adoption so business teams can implement and sustain the service model.
Qualifications
- Progressive experience in service-model design, service transformation, operationalization, or complex business change within an iterative program.
- Strong analytical skills, including impact assessment, gap analysis, requirements definition, and implementation planning.
- Ability to influence and build alignment across functions without formal authority or direct people leadership.
- Experience working across Product, Technology, Operations, Sales, Service, and change-management teams.
- Strong communication, facilitation, organization, prioritization, and stakeholder-management skills.
- Experience in retirement, financial services, or another regulated environment is an asset.
Compensation and work arrangement
Full-time remote role. Referenced salary range: $70,500–$117,500 CAD per year, with potential incentive compensation. The stated salary location is Ontario.
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