AVP, Global People Services (Readiness & Innovation)

The AVP Global People Services (GPS) - Service Readiness & Innovation ensures the GPS strategy and operating model translate into coordinated launch-ready scalable services. This leader integrates service readiness product enablement knowledge training regional execution and innovation so delivery teams can provide consistent compliant and experience-led service.

The role monitors operating-model effectiveness closes service alignment and enablement gaps and coordinates new or changed services. It confirms impacts requirements team readiness and risks before launch.

Key Accountabilities

Enable the GPS strategy and operating model

• Translate GPS strategy into practical readiness product knowledge training and innovation priorities.
• Assess operating-model effectiveness and address gaps duplication handoffs and capability needs.
• Align service scope ownership channels and enabling capabilities; recommend improvements that strengthen scale and colleague experience.

Lead end-to-end service readiness and launch coordination

• Lead intake impact assessment planning validation cutover hypercare and post-launch review for changes entering GPS.
• Confirm ownership process controls capacity technology data knowledge training communications escalation paths and success measures before services go-live.
• Manage cross-service dependencies resource constraints sequencing and launch risks; escalate unresolved issues through GPS governance.

Lead service design product ownership and innovation for GPS

• Translate colleague and stakeholder needs into scalable service models journeys workflows requirements and product roadmaps.
• Lead GPS product ownership balancing business value experience operational needs controls and technical feasibility.
• Build and scale an innovation pipeline spanning automation AI self-service workflow and knowledge with clear adoption and benefit measures.

Build GPS knowledge training and change readiness

• Set standards for operational knowledge procedures playbooks learning content and readiness evidence.
• Ensure accurate approved knowledge role-based training communications and adoption support are available before launch.
• Use quality search case and experience insights to improve effectiveness and reduce avoidable contacts and errors.

Lead regional service readiness orchestration

• Lead regional Service Delivery Managers for International North America and Asia balancing global consistency with local requirements.
• Coordinate readiness across COEs People Partners Technology Operations and delivery teams using common routines tools and reporting.
• Build regional accountability for stakeholder engagement launch preparation risk management adoption and stabilization.

Create executive visibility and performance accountability

• Provide dashboards and readiness reviews covering demand status dependencies decisions adoption and benefits.
• Track launch quality disruption knowledge effectiveness training adoption automation and stakeholder confidence.
• Recommend what to start stop sequence defer or remediate using post-launch insights to prevent recurring failures.

Leadership Scope

• Leads the GPS Innovation Leader GPS Product Owner Knowledge Readiness and Training Analyst and three regional GPS Service Delivery Managers.
• Builds an integrated high-performing team connecting strategy design technology knowledge training regional readiness and adoption.

Leadership Expectations

• Balance colleague experience operational stability risk speed and business value across a complex global matrix.
• Create clarity and accountability influence senior stakeholders and champion simplification standardization automation AI and digital-first design.
• Use sound judgment and evidence to communicate readiness recommendations including when launches should pause or be remediated.

Key Outcomes / Measures of Success

• Consistent readiness disciplines clear service ownership trained teams accurate knowledge and effective controls.
• More predictable launches faster adoption and value realization and fewer defects escalations and downstream impacts.
• A prioritized product and innovation roadmap that improves colleague experience quality efficiency scale and global consistency.

Key Partnerships

Global Head of People Operations; GPS Assistance Pathways Rewards and Governance & Assurance leaders; People & Comms COEs; People Partner Teams; People Technology; Product and Digital teams; Risk Legal Compliance Privacy and Information Security; Communications; Change Management; Finance; Procurement; PMO; vendors and implementation partners.

Experience and Qualifications

• Senior leadership experience in global HR operations shared services service design readiness product management transformation or innovation.
• Proven success establishing operating models governance service standards and launch disciplines across global and regional teams.
• Experience translating policy process technology data and organizational change into sustainable operations.
• Strong knowledge of HR service delivery employee experience knowledge and learning digital products workflow automation and AI-enabled operations.
• Executive presence analytical judgment stakeholder influence and experience leading geographically distributed teams.

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

#LI-Hybrid

The role being advertised is an existing vacancy.

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 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 .

Referenced Salary Location

Salary range is expected to be between

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 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 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.