{"id":2787348,"url":"https://alion.io/job/manulife-service-model-transformation-manager","title":"Service Model Transformation Manager","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":93,"open_postings":96,"ghost_share":0,"stale_share":0.24,"repost_share":0.083,"time_to_fill_p50_days":27,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":895},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-29T02:14:04Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"The Opportunity:\nThe 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.\nThe 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. \nResponsibilities: \nLead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate. \nApply strong business acumen to assess each iteration for impacts to service experiences, capabilities, processes, roles, hand-offs, technology, data, controls, training, communications, and change readiness. \nDefine the requirements, gaps, dependencies, and decisions needed to operationalize the service model and achieve the target state. \nTranslate analysis into practical recommendations, accountable owners, and sequenced actions aligned to program milestones and business priorities. \nManage multiple concurrent workstreams, priorities, and deliverables with disciplined planning, follow-through, and attention to deadlines. \nDevelop and maintain productive relationships across functions and teams, adapting engagement and communication approaches to different stakeholder needs. \nFacilitate cross-functional working sessions, synthesize diverse perspectives, resolve ambiguity, and influence timely decisions without direct authority. \nEstablish and facilitate operating-model governance to align key business stakeholders, confirm decision rights and ownership, manage dependencies, and maintain alignment with the service model. \nCommunicate complex analysis, service impacts, risks, and recommendations clearly to working teams, business leaders, and executive stakeholders. \nMaintain traceability between evolving program decisions, service-model impacts, operationalization requirements, governance decisions, and approved outcomes. \nSupport communication, socialization, readiness, and adoption so business teams can consistently implement and sustain the service model. \nCore Deliverables\nAn iteratively maintained service model reflecting current program, product, journey, and operational decisions. \nService-impact assessments identifying changes to experiences, capabilities, processes, roles, hand-offs, technology, controls, and business readiness. \nA current-state-to-target-state gap analysis with prioritized operationalization requirements, dependencies, decisions, and recommendations. \nA sequenced operationalization roadmap aligned to program milestones, accountable owners, and implementation readiness criteria. \nService-model artifacts for remaining go-live journeys, subsequent development phases, and the Transitions workstream. \nAn operating-model governance framework covering stakeholder forums, decision rights, ownership, escalation paths, dependencies, and alignment checkpoints. \nReadiness, communication, and adoption materials that enable business teams to implement and sustain the target-state service model. \nMeasures of Success\nThe service model remains current, decision-ready, and aligned as the program, product, and journeys evolve. \nOperational impacts and target-state gaps are identified early and supported by clear analysis, recommendations, owners, and timelines. \nMultiple priorities and workstreams are organized effectively, with high-quality deliverables completed on time and to agreed deadlines. \nStrong relationships and credibility across teams enable timely decisions, constructive challenge, and sustained stakeholder alignment. \nOperating-model governance provides clear accountability, effective escalation, and alignment among key business stakeholders. \nBusiness teams are prepared to implement, adopt, and sustain the service model at each release and through progression to target state. \nService-model outcomes, operating-model decisions, and program delivery remain visibly connected and traceable. \nQualifications\nProgressive experience at a manager or senior-manager individual contributor level in service-model design, service transformation, operationalization, or complex business change within an iterative program environment. \nStrong business acumen and the ability to connect strategic direction, customer and advisor needs, operational realities, and program decisions. \nStrong analytical capability, including experience assessing impacts, identifying gaps, defining business requirements, and translating findings into practical implementation actions. \nExcellent written, verbal, presentation, and facilitation skills, with the ability to communicate complex topics clearly and tailor messages for different audiences. \nDemonstrated ability to influence decisions, build alignment, and move work forward across teams without formal authority or direct people leadership. \nProven relationship-management skills, with the credibility and judgment to work effectively with cross-functional partners, business leaders, and executive stakeholders. \nExcellent organization, prioritization, and time-management skills, with a track record of managing multiple workstreams and delivering high-quality outputs on time and to deadline. \nSound judgment, initiative, and the ability to work independently, navigate ambiguity, and escalate issues with clear options and recommendations. \nExperience managing interdependent work across Product, Technology, Operations, Sales, Service, and change-management partners. \nExperience in retirement, financial services, or another regulated environment is an asset. \nPreferred Qualifications: \n\nBusiness acumen and enterprise perspective \nService-model leadership and customer-centric thinking \nStrategic analysis with hands-on operationalization capability \nExcellent communication, facilitation, and executive-ready storytelling \nInfluence, negotiation, and decision support without formal authority \nEnterprise relationship management and cross-functional collaboration \nStrong organization, prioritization, multitasking, and deadline management \nStructured problem-solving, sound judgment, and personal accountability \nAgility and responsiveness in an iterative delivery environment \nWhen you join our team:\nWe’ll empower you to learn and grow the career you want. \nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. \nAs part of our global team, we’ll support you in shaping the future you want to see.\nThe role being advertised is an existing vacancy.\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 .\nReferenced Salary Location\nCAN, Ontario - Full Time RemoteWorking Arrangement\nRemoteSalary range is expected to be between\n$70,500.00 CAD - $117,500.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact  for the salary range for your location.\nManulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact  for more information about U.S.-specific paid time off provisions.\nWe use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.","description_format":"text","description_chars":10432,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Insurance coverage","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-17T16:37:23Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.891,"p_room":0.9,"age_days":13,"expected_fill_days":27,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/manulife-service-model-transformation-manager","json_url":"https://alion.io/job/manulife-service-model-transformation-manager.json","meta":{"generated_at":"2026-10-29T06:35:18Z","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":9986,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-service-model-transformation-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-service-model-transformation-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-service-model-transformation-manager"},{"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-service-model-transformation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-service-model-transformation-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2787348}},{"tool":"search_jobs","arguments":{"company":"manulife.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2787348},"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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