{"id":3883759,"url":"https://alion.io/job/manulife-manager-experience-solutions-global-hr","title":"Manager, Experience Solutions, Global HR","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":119,"ghost_share":0.034,"stale_share":0.21,"repost_share":0.185,"time_to_fill_p50_days":27,"computed_at":"2026-11-10T06:52:35Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Salesforce","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-06T18:59:50Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-10T07:44:15Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Manager, PeopleComms Technology Operations\nThe Opportunity\nPeopleComms Technology enables the technology, data and digital experiences that support our people and the teams who serve them. We work across a broad HR technology ecosystem to deliver solutions and services that are reliable, secure, well controlled and easy to use, while continually looking for opportunities to simplify how work gets done.\nReporting to the AVP, PeopleComms Technology, the Manager, PeopleComms Technology Operations leads a team responsible for the day-to-day support, delivery and operational health of Workday and other technologies across the PeopleComms ecosystem.\nThis hands-on manager role combines people leadership, operational oversight and practical problem solving. You will set team priorities, manage capacity and guide cases and escalations, providing hands-on support and ensure work is delivered effectively while maintaining strong controls across data, security, configuration and system changes.\nYou will also help evolve how the team works. This includes identifying opportunities to eliminate recurring issues, simplify processes, improve self-service and responsibly use automation, AI and emerging technology to improve productivity, service delivery and the employee experience.\nWorking closely with partners across People & Culture, Technology, Data, Security, Privacy and other teams, you will help translate priorities into practical plans and ensure work is delivered with the right balance of speed, quality, risk management and employee experience.\nResponsibilities\nManage the team and day-to-day support\nManage, coach and develop HR technology specialists and analysts, setting clear expectations and supporting their skills and career development.\nSet team priorities and manage capacity across operational support, enhancements, HR cycles and project support, with clear assignments and timelines.\nCoordinate complex and time-sensitive Tier 2 (specialist support) cases and production issues, acting as the team’s escalation point and involving the appropriate technical or business owners.\nMonitor service levels, backlog and workload, adjusting team priorities and escalating risks to service commitments.\nProvide hands-on support when needed for complex issues, testing, troubleshooting, documentation and priority initiatives.\nCoordinate cross-training, knowledge sharing and coverage within the team, and support skill development to meet day-to-day operational needs.\nMaintain reliable and well-controlled technology operations\nOversee operational support across a diverse PeopleComms Technology ecosystem, including HRIS, learning and case management technologies.\nApply established controls for system access, security, data maintenance, testing and documentation, and support, controlled changes with configuration and delivery teams.\nMaintain current standard operating procedures (SOPs) and knowledge articles so work is performed consistently and critical knowledge is shared across the team.\nCoordinate HR data-maintenance support, including complex and high-volume changes, mass uploads and reference data updates. Apply established validation, reconciliation and exception-handling controls, working with data owners and technology teams to resolve issues.\nWork with Security, Privacy, Data and Technology teams to resolve control issues and follow governance requirements.\nSupport key HR cyclical activities\n· Coordinate the team’s technology and data support for key HR cycles within agreed timelines and requirements.\n· Track assigned activities and escalate dependencies, risks and issues to the responsible teams.\n· Support cycle-specific testing, documentation and follow-up within established controls.\nSupport operational data activities for organizational changes\n· Coordinate assigned data support for mergers, acquisitions, divestitures and other organizational changes within agreed project plans.\n· Support data capture, validation, reference data preparation, testing, production deployment and post-go-live activities.\n· Flag data risks, dependencies and readiness concerns, and prepare documentation and support arrangements with the responsible teams.\nSupport operational improvement\nSupport root-cause analysis of recurring issues and work with the responsible teams on fixes that reduce repeated manual intervention.\nIdentify ways to simplify processes, improve self-service and reduce manual effort for employees and HR partners.\nSupport the intake and prioritization of operational enhancements, defects and technical debt, balancing urgency, impact, capacity and risk.\nMaintain reporting on workload, capacity and service quality. Use trends and feedback to inform priorities and identify recurring issues, risks, capability gaps and improvements.\nSupport responsible AI and automation use\n· Identify practical uses of approved AI and automation tools, providing input on benefits, effort, risks and human review to support assessment and prioritization by the responsible teams.\nSupport responsible experimentation and adoption of approved tools in line with security, privacy, data and AI governance requirements.\nBuild team capability by sharing effective practices and assessing relevant new platform capabilities.\nCoordinate with partners and communicate support needs\nBuild strong relationships across People & Culture, Technology, Data, Security, Privacy, vendors and project teams.\nCoordinate the team’s testing, readiness and post-production support for enhancements, releases and implementations with configuration, delivery and project teams.\nContribute operational input to cross-functional planning and governance discussions, highlighting support needs, capacity constraints, data-quality concerns and readiness risks, with recommendations for resolution.\nProvide leadership updates on team service performance, priorities, risks and progress, highlighting issues that need guidance or decisions.\nQualifications\nRequired experience and skills\n7+ years of experience in HR technology, HRIS, enterprise applications, data operations or related technology operations, including supporting complex operational services and system changes.\n5+ years of people management experience in a technology or operational environment, including coaching, development, performance management, work prioritization and team capacity planning.\nExperience with Workday or a comparable enterprise HR platform and other HR technologies, with an understanding of HR processes, data, security and system operations.\nExperience operating in a service-oriented environment with responsibility for case management, incident resolution, escalations, service levels and operational performance.\nExperience supporting system releases, enhancements, testing, cyclical processes and production deployments.\nExperience supporting operational data changes, including validation, testing, production readiness and post-go-live support.\nStrong understanding of data integrity, role-based security, privacy, compliance, change controls and audit requirements within an HR technology environment.\nAbility to manage competing priorities and team capacity while balancing service needs and improvements.\nAnalytical and problem-solving skills, including identifying patterns and underlying causes.\nStrong judgment and discretion when working with sensitive employee and organizational information.\nClear written and verbal communication in English, including explaining technical and operational issues to varied audiences.\nAbility to build effective relationships across HR, Technology, Data, Security, Privacy, vendors and project teams.\nAssets\nExperience in a complex global organization.\nExperience with Fieldglass, ServiceNow, Salesforce and/or Jira.\nExperience with or demonstrated interest in AI, automation and emerging technologies, particularly their responsible application within HR or enterprise technology environments.\nExperience supporting data activities for mergers, acquisitions, divestitures or large-scale workforce changes.\nAbout Manulife and John Hancock\nManulife 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.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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 .\nWorking Arrangement\nHybrid","description_format":"text","description_chars":9655,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-11-06T18:59:50Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:5","velocity","win:early","comp:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/manulife-manager-experience-solutions-global-hr","json_url":"https://alion.io/job/manulife-manager-experience-solutions-global-hr.json","meta":{"generated_at":"2026-11-10T11:36:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26953,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6650},"rest":"https://alion.io/mcp/rest/get_company?id=6650"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanulife-manager-experience-solutions-global-hr"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanulife-manager-experience-solutions-global-hr"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanulife-manager-experience-solutions-global-hr"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manulife-manager-experience-solutions-global-hr\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-manager-experience-solutions-global-hr"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3883759}},{"tool":"search_jobs","arguments":{"company":"manulife.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3883759},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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