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About the Role

The Transformation Delivery Associate will collaborate with the Member Services team and other business areas to identify opportunities to improve workflows, processes, and overall operational outcomes. This role supports Manulife's mission by helping simplify decisions and improve lives through stronger operational execution, enhanced member experiences, and the successful delivery of strategic initiatives. The successful candidate will analyze trends, conduct research, and document business issues, develop integrated initiative plans, and work closely with leaders and stakeholders to ensure initiatives are fully embedded and deliver expected benefits. This is an opportunity to influence meaningful change, challenge existing ways of working, and help teams build awareness, alignment, and momentum around process optimization.

Responsibilities

Partner with the Member Services team and other business areas to identify process improvement opportunities and help ensure strategic objectives achieve the desired outcomes.
Research, analyze, and document business issues related to workflow procedures, operational processes, trend data, risks, and emerging business challenges.
Lead strategic and tactical initiatives, ensuring operational benefits are clearly defined, measured, and realized.
Develop and manage integrated initiative plans, including key metrics, success criteria, deliverables, priorities, and alignment with leadership's strategic objectives.
Analyze data and trends to identify business issues, early risk indicators, and opportunities to improve processes or customer outcomes.
Drive actions and decisions by coordinating efforts across impacted business areas and functions to ensure initiatives are fully integrated into the organization.
Communicate and present key findings to leadership and stakeholders, clearly articulating operational impacts, risks, opportunities, and recommended solutions.
Challenge, motivate, and influence partners to think differently, support change, and adopt improved ways of working.
Lead change within teams and act as a change agent by fostering awareness, alignment, and a clear vision for process optimization and experience excellence.
Continuously prioritize and reprioritize initiative deliverables to meet business needs, changing priorities, and leadership expectations.

Requirements

University degree.
7 to 10 years of experience in the Canadian retirement/pension industry.
Strong knowledge of the Canadian retirement business, including organizational structure, technologies, processes, customer lifecycle, and industry landscape.
Bilingualism (French and English) is considered an asset. The successful candidate may be required to communicate in both languages to support clients across multiple provinces outside Quebec.
Proven ability to research, analyze, and document business issues related to workflows, procedures, processes, data trends, risks, and operational impacts.
Experience leading or supporting change initiatives with strategic and tactical business impact.
Strong influencing and negotiation skills to meet initiative deadlines and achieve desired outcomes.
Ability to analyze trends and identify early indicators of risk, issues, or improvement opportunities.
Excellent communication and presentation skills, with the ability to engage leadership and stakeholders and clearly communicate findings and operational impacts.
Demonstrated ability to adapt quickly, shift priorities, and work effectively in a changing environment.
Creative and innovative mindset with the ability to challenge the status quo and drive meaningful change.
Strong understanding of how to implement change in a complex business environment, including assessing and communicating impacts.
Proven ability to lead change initiatives and simplify complex ideas for diverse audiences.
Strong internal network across all organizational levels, with the ability to collaborate effectively with business units and functional teams.
Demonstrated ability to motivate partners, build awareness, and influence teams to adopt new ways of working.

Skills

Process improvement
Operational execution
Strategic initiative delivery
Trend analysis
Research
Business issue documentation
Integrated initiative planning
Stakeholder management
Process optimization
Workflow analysis
Data analysis
Risk assessment
Change management
Communication
Presentation
Influencing
Negotiation
Adaptability
Prioritization

Location

Canada

Work Type

Hybrid

Experience Level

7 to 10 years

Education Level

University degree

Salary/Compensations

Actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

Benefits

Access to learning and development opportunities.
Recognized and supported in a flexible environment where well-being and inclusion are prioritized.
Opportunity to shape future career aspirations within a global team.
Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
Adoption/surrogacy and wellness benefits.
Employee/family assistance plans.
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions).
Financial education and counseling resources.
Generous paid time off program in Canada includes holidays, vacation, personal, and sick days.
Full range of statutory leaves of absence.

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
Visit https://www.manulife.com/en/about/our-story.html to learn more.

Equal Opportunity

Manulife is an Equal Opportunity Employer.
At 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.
It 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 hr@manulife.com.