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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service-model design and operationalization, with strong analytical capabilities to assess impacts and define requirements. Proven ability to manage multiple workstreams, influence decisions, and communicate complex topics effectively across various stakeholders.
Highest-signal resume keywords
Service-Model DesignOperationalizationImpact AssessmentCross-Functional CollaborationRelationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Gap IdentificationBusiness Requirements DefinitionOperationalization RoadmapsGovernance FrameworksImpact Assessments
Soft Skills
Excellent Written CommunicationVerbal CommunicationPresentation SkillsFacilitation SkillsOrganization Skills
Industry Keywords
Financial ServicesRetirementRegulated EnvironmentComplex Business ChangeIterative Program Environment
About the role
Key responsibilities & impact- Lead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate
- Assess 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
- Develop and maintain relationships across functions and teams
- Facilitate cross-functional working sessions, synthesize perspectives, resolve ambiguity, and influence decisions without direct authority
- Establish and facilitate operating-model governance covering decision rights, ownership, dependencies, escalation paths, and alignment checkpoints
- Communicate complex analysis, service impacts, risks, and recommendations 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 for implementation and sustainability of the service model
- Produce and maintain service-model artifacts, impact assessments, gap analyses, operationalization roadmaps, governance frameworks, and readiness/adoption materials
Requirements
What you’ll need- 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 impact assessment, gap identification, business requirements definition, and translating findings into implementation actions
- Excellent written, verbal, presentation, and facilitation skills
- Ability to communicate complex topics clearly and tailor messages for different audiences
- Ability to influence decisions, build alignment, and move work forward across teams without formal authority or direct people leadership
- Proven relationship-management skills with cross-functional partners, business leaders, and executive stakeholders
- Excellent organization, prioritization, and time-management skills
- Track record of managing multiple workstreams and delivering high-quality outputs on time and to deadline
- Sound judgment, initiative, 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
Benefits
Comp & perks- Incentive programs and incentive compensation tied to business and individual performance
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Flexible work environment
- Learning and career growth support
- Well-being and inclusion support