Service Model Transformation Manager

Manulife

. Lead the evolution of the service model as program scope, product design, customer journeys, and delivery decisions iterate .

Posted 10/16/2026full-timeBoston • Massachusetts • United StatesMid-LevelSenior💰 $92,475 - $160,290 per yearWebsite

Core Competencies

Role fit

Core 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 influence decisions and manage cross-functional relationships in a complex, iterative program environment.

Highest-signal resume keywords

Service-Model DesignOperationalizationAnalytical CapabilityCross-Functional CollaborationStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Impact AssessmentGap IdentificationBusiness Requirements DefinitionOperationalization RoadmapsGovernance FrameworksService-Impact AssessmentsChange ManagementProgram ManagementStrategic AnalysisService Transformation

Soft Skills

Influence Without AuthorityRelationship ManagementExcellent CommunicationFacilitation SkillsOrganization and Prioritization

Industry Keywords

Financial ServicesRetirementRegulated EnvironmentCustomer-Centric ThinkingIterative 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 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, and stakeholder alignment
Communicate complex analysis, service impacts, risks, and recommendations to teams, business leaders, and executives
Maintain traceability between program decisions, service-model impacts, operationalization requirements, governance decisions, and outcomes
Support communication, socialization, readiness, and adoption for implementation and sustainability
Produce and maintain service models, service-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 connecting 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 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, with a track record of managing multiple workstreams and delivering high-quality outputs on time
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
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

Benefits

Comp & perks

Flexible environment supporting learning, growth, well-being, and inclusion
Health, dental, mental health, and vision insurance
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans, including pension and 401(k) savings plans
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, and 40 hours of sick time annually in the U.S.
Statutory leaves of absence
Incentive programs and incentive compensation tied to business and individual performance