Service Model Transformation Manager
Manulife — 2 Locations
Posted 2026-10-16
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