People Services AI Solutions Specialist & Test Lead

Empowering People Through Technology:
Join Manulife’s Global HR Transformation

At Manulife, we are transforming how our people experience work. Our People Comms Technology team enables simple, personalized, and compliant People Services solutions for colleagues worldwide. We value innovation, collaboration, and human-centered design, helping every employee thrive.

At Manulife, we are reimagining how colleagues and leaders access People Services through AI-enabled experiences. As our People Services AI capabilities evolve, this role will help shape how HR processes and services are delivered in the flow of work.

As People Services, AI Solutions Specialist, Business Analysis & Test Lead
, you will support the delivery of People Services AI capabilities by gathering and documenting business requirements, translating stakeholder needs into user stories and acceptance criteria, and leading testing activities that validate solutions before deployment. This role bridges business analysis and testing, helping ensure solutions are well-defined, practical, compliant, and ready for colleagues and HR teams.

Working closely with the People Services AI Product Lead, HR stakeholders, product owners, technology teams, and business testers, you will help clarify requirements, map current and future state workflows, support backlog refinement, develop testing strategies, coordinate testing activities, consolidate results, identify trends, and provide recommendations that improve product quality and colleague experience.

This is an individual contributor role requiring strong analytical capability, stakeholder management, testing leadership, and decision-making skills.

• Gather, document, and clarify business requirements for new features, enhancements, content updates, process changes, and AI-enabled People Services capabilities.
• Support stakeholder discussions, working sessions, and workshops to understand business needs, pain points, risks, desired outcomes, and operational impacts.
• Develop user stories, acceptance criteria, process documentation, and business rules in partnership with the Product Lead, HR SMEs, and delivery teams.
• Map current and future state workflows to support solution design, testing scope, training needs, change readiness, and release planning.
• Develop and maintain test plans, approaches, and release validation plans for AI-enabled features, enhancements, content updates, and production releases.
• Create test scenarios, scripts, validation criteria, and documentation aligned to business requirements, acceptance criteria, user stories, and expected colleague outcomes.
• Identify and coordinate appropriate testers for each release, including diverse groups across regions, roles, personas, HR stakeholder groups, employee populations, and use cases.
• Coordinate User Acceptance Testing, pilot testing, regression testing, validation sessions, feedback collection, and release readiness activities.
• Gather, review, and consolidate test results, defects, feedback, open questions, observations, enhancement requests, and stakeholder recommendations.
• Analyze outcomes to identify trends, recurring issues, root causes, usability concerns, content gaps, answer quality issues, and improvement opportunities.
• Distinguish showstoppers, high-priority defects, content updates, configuration issues, usability concerns, training or communication needs, and future enhancements.
• Assess and communicate release readiness recommendations to stakeholders.
• Support defect triage and release readiness discussions with business stakeholders, the People Services AI Product Lead, and technology delivery teams.
• Support backlog refinement from both business and testing perspectives by translating requirements, testing insights, defects, enhancement requests, and stakeholder feedback into clear Jira tickets, acceptance criteria updates, and delivery recommendations.
• Maintain requirements documentation, testing documentation, decision logs, issue logs, release readiness evidence, lessons learned, and traceability between business needs, user stories, acceptance criteria, scenarios, defects, and outcomes.
• Support…