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About the Role
This Senior Manager, Service Model Transformation role is accountable for advancing the FutureChoice service model as the program, product, and customer journeys evolve. It requires strong business acumen and organizational perspective to operate independently, influence across functions, and translate program iterations into clear service impacts and operational priorities. The role has no direct people-leadership responsibilities.
Responsibilities
- Lead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate.
- Apply 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.
- Define the 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 and maintain productive relationships across functions and teams, adapting engagement and communication approaches to different stakeholder needs.
- Facilitate cross-functional working sessions, synthesize diverse perspectives, resolve ambiguity, and influence timely decisions without direct authority.
- Establish and facilitate operating-model governance to align key business stakeholders, confirm decision rights and ownership, manage dependencies, and maintain alignment with the service model.
- Communicate complex analysis, service impacts, risks, and recommendations clearly to working teams, business leaders, and executive stakeholders.
- Maintain traceability between evolving program decisions, service-model impacts, operationalization requirements, governance decisions, and approved outcomes.
- Support communication, socialization, readiness, and adoption so business teams can consistently implement and sustain the service model.
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 the ability to connect strategic direction, customer and advisor needs, operational realities, and program decisions.
- Strong analytical capability, including experience assessing impacts, identifying gaps, defining business requirements, and translating findings into practical implementation actions.
- Excellent written, verbal, presentation, and facilitation skills, with the ability to communicate complex topics clearly and tailor messages for 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, with 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 and to deadline.
- Sound judgment, initiative, and the 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.
- Experience in retirement, financial services, or another regulated environment is an asset.
Skills
- Business acumen
- Enterprise perspective
- Service-model leadership
- Customer-centric thinking
- Strategic analysis
- Hands-on operationalization capability
- Excellent communication
- Facilitation
- Executive-ready storytelling
- Influence
- Negotiation
- Decision support without formal authority
- Enterprise relationship management
- Cross-functional collaboration
- Strong organization
- Prioritization
- Multitasking
- Deadline management
- Structured problem-solving
- Sound judgment
- Personal accountability
- Agility
- Responsiveness in an iterative delivery environment
Location
- Boston, Massachusetts
Work Type
- Hybrid
Experience Level
- Senior Manager
- Manager
Salary/Compensations
- $92,475.00 USD - $160,290.00 USD
Benefits
- Empowerment to learn and grow career
- Recognition and support in a flexible environment
- Well-being and inclusion focus
- Support in shaping the future
- 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/401(k) savings plans and a global share ownership plan with employer matching contributions)
- Financial education and counseling resources
- Up to 11 paid holidays
- 3 personal days
- 150 hours of vacation
- 40 hours of sick time (or more where required by law)
- 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.
- John Hancock Life Insurance Company (U.S.A.)
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.