Service Model Transformation Manager

Manulife • Boston, MA

9d • Hybrid

About The Position

The Senior Manager, Service Model Transformation is a senior individual-contributor role responsible for advancing the FutureChoice service model as the program, product, and customer journeys evolve. The position operates independently, influences across functions, and translates program iterations into clear service impacts and operational priorities. It assesses what is required to operationalize the model, drives prioritized actions toward the target state, and builds relationships across Retirement and key business teams. The operating model primarily serves 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.

The successful candidate will keep the service model current, evaluate operational impacts, identify requirements and gaps, and translate analysis into practical recommendations, accountable owners, and sequenced actions. They will manage concurrent workstreams and deliverables, facilitate cross-functional working sessions, establish operating-model governance, communicate complex issues to stakeholders at multiple levels, and support readiness, communication, and adoption.

The position is hybrid and based in Boston, Massachusetts. The advertised role is an existing vacancy.

Requirements

• Progressive 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.
• Strong business acumen and ability to connect strategic direction, customer and advisor needs, operational realities, and program decisions.
• Strong analytical capability, including assessing impacts, identifying gaps, defining business requirements, and translating findings into implementation actions.
• Excellent written, verbal, presentation, and facilitation skills, including the ability to communicate complex topics clearly and tailor messages to different audiences.
• Demonstrated ability to influence decisions, build alignment, and move work forward across teams without formal authority or direct people leadership.
• Proven relationship-management skills and the credibility and judgment to work effectively with cross-functional partners, business leaders, and executive stakeholders.
• Excellent organization, prioritization, and time-management skills, with a track record of managing multiple workstreams and delivering high-quality outputs on time.
• Sound judgment, initiative, and ability to work independently, navigate ambiguity, and escalate issues with clear options and recommendations.
• Experience managing interdependent work across Product, Technology, Operations, Sales, Service, and change-management partners.

Nice To Haves

• Experience in retirement, financial services, or another regulated environment is an asset.
• Business acumen and enterprise perspective.
• Service-model leadership and customer-centric thinking.
• Strategic analysis with hands-on operationalization capability.
• Excellent communication, facilitation, and executive-ready storytelling.
• Influence, negotiation, and decision support without formal authority.
• Enterprise relationship management and cross-functional collaboration.
• Strong organization, prioritization, multitasking, and deadline management.
• Structured problem-solving, sound judgment, and personal accountability.
• Agility and responsiveness in an iterative delivery environment.

Responsibilities

• Lead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate.
• Assess each iteration for impacts to service experiences, capabilities, processes, roles, hand-offs, technology, data, controls, training, communications, and change readiness.
• Define requirements, gaps, dependencies, and decisions needed to operationalize the service model and achieve the target state.
• Translate analysis into practical recommendations, accountable owners, and sequenced actions aligned to program milestones and business priorities.
• Manage multiple concurrent workstreams, priorities, and deliverables with disciplined planning, follow-through, and attention to deadlines.
• Develop productive relationships across functions and teams, adapting engagement and communication approaches to stakeholder needs.
• Facilitate cross-functional working sessions, synthesize perspectives, resolve ambiguity, and influence timely decisions without direct authority.
• Establish and facilitate operating-model governance to align business stakeholders, confirm decision rights and ownership, manage dependencies, and maintain service-model alignment.
• Communicate complex analysis, service impacts, risks, and recommendations clearly to working teams, business leaders, and executive stakeholders.
• Maintain traceability between program decisions, service-model impacts, operationalization requirements, governance decisions, and approved outcomes.
• Support communication, socialization, readiness, and adoption so business teams can implement and sustain the service model.
• Maintain an iteratively updated service model and develop service-impact assessments, gap analyses, operationalization roadmaps, service-model artifacts, governance frameworks, and readiness and adoption materials.

Benefits

• Eligible employees can access customizable 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.
• Eligible employees can participate in retirement savings plans, including pension/401(k) savings plans, and a global share ownership plan with employer matching contributions.
• Financial education and counseling resources.
• U.S. paid time off includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law).
• Statutory leaves of absence.
• Incentive programs with compensation tied to business and individual performance.
• Flexible environment supporting learning, career growth, well-being, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed