Service Model Transformation Manager

Manulife • Boston, MA

1d • $92,475 - $160,290 • 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 role sits below the Director level and above staff-level execution roles, and requires independent judgment, business acumen, and an enterprise perspective to influence across functions and translate program iterations into service impacts and operational priorities. It has no direct people-leadership responsibilities.

The successful candidate will assess what is needed to operationalize the model, drive prioritized actions toward the target state, and build strong relationships across Retirement and key business teams. The operating model serves primarily as a governance mechanism to clarify decision rights, ownership, dependencies, and alignment among key business stakeholders and the service model.

The role maintains and evolves service-model artifacts, assesses impacts and target-state gaps, and develops implementation requirements and roadmaps aligned with program milestones. It establishes governance and traceability, facilitates cross-functional decisions, and supports communication, readiness, and adoption so business teams can implement and sustain the model. The position is advertised as an existing vacancy and is based in a hybrid working arrangement, with Boston, Massachusetts listed as the referenced salary location.

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 practical 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.
• Business acumen and enterprise perspective.
• Service-model leadership and customer-centric thinking.
• Strategic analysis combined 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 change.
• Assess each iteration’s impacts on 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 with program milestones and business priorities.
• Manage concurrent workstreams, priorities, and deliverables through disciplined planning, follow-through, and attention to deadlines.
• Develop and maintain productive cross-functional relationships, adapting engagement and communication 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 stakeholders, confirm decision rights and ownership, manage dependencies, and maintain alignment with the service model.
• Communicate complex analysis, service impacts, risks, and recommendations to working teams, business leaders, and executive stakeholders.
• Maintain traceability among evolving 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 the service model as program, product, journey, and operational decisions evolve.
• Produce service-impact assessments and current-state-to-target-state gap analyses with prioritized requirements, dependencies, decisions, and recommendations.
• Develop a sequenced operationalization roadmap aligned to program milestones, accountable owners, and implementation-readiness criteria.
• Create service-model artifacts for remaining go-live journeys, subsequent development phases, and the Transitions workstream.
• Develop an operating-model governance framework covering stakeholder forums, decision rights, ownership, escalation paths, dependencies, and alignment checkpoints.
• Prepare readiness, communication, and adoption materials for business teams.

Benefits

• Customizable health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage for eligible employees.
• Adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• 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 including up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year.
• Statutory leaves of absence.
• Incentive programs and incentive compensation tied to business and individual performance.
• Learning and career growth support.
• A flexible environment with well-being and inclusion support.

What This Job Offers

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