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 Future Choice service model. The work spans Retirement and other business teams, aligning requirements, decisions, priorities, and governance. No direct people-management responsibilities are included.

• Assess changes across experiences, processes, technology, data, controls, and readiness
• Identify gaps, requirements, dependencies, decisions, and prioritized recommendations
• Maintain service-model documentation and decision traceability
• Facilitate working sessions and operating-model governance
• Coordinate work streams and deliverables against program milestones

• Progressive experience in service-model design or service transformation
• Strong impact assessment, gap analysis, and requirements-definition skills
• Ability to influence across functions without formal authority
• Experience across Product, Technology, Operations, Sales, and Service
• Strong communication, facilitation, organization, and prioritization skills

Bring service transformation, analytical, and stakeholder-management expertise to operationalize Manulife’s Future Choice model remotely from Ontario.