Transformation Delivery Specialist

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Working with Us

• Have access to learning and development opportunities.
• Be recognized and supported in a flexible environment where well-being and inclusion are more than just words.
• Help shape your future according to your aspirations as part of our global team.

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

About Manulife and John Hancock

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

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.

Working Arrangement

Hybrid

Salary & Benefits

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.