Head of AI Global Operations

Manulife Financial Corporation is a leading international financial services provider that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we provide financial advice and insurance, operating as Manulife across Canada, Asia, and Europe, and primarily as John Hancock in the United States. Through Manulife Investment Management, the global brand for our global wealth and asset management segment, we serve individuals, institutions, and retirement plan members worldwide. Our principal operations are in Asia and Canada, and the United States, where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

The Head of AI - Global Operations is accountable for defining and executing the multi-year AI transformation strategy for operations globally, ensuring alignment with enterprise priorities and responsible AI principles. This role drives strategic planning, governance, enablement, and delivery oversight for AI initiatives across all operational domains (underwriting, claims, servicing, contact centers, back-office automation). It partners with functional leaders (COO’s, GBS Head, Global Contact Centers, Procurement, etc) and technology peers to embed AI into core processes, while stewarding global frameworks, policies, and capability development.

Mandate & Scope

Strategic Planning & Influence

• Own the multi-year AI transformation plan for Global Operations, including capability maps, vendor/tech approach, and investment roadmap.

• Drive executive buy-in and influence across global operations leadership; align segment roadmaps to enterprise strategy.

• Partner with Technology and Advanced Analytics (AA) to ensure platform and tooling choices support scalability and cost efficiency.

Governance & Funding

• Accountable for business case development, funding approvals, and tracking outcomes for enterprise Operations AI initiatives.

• Chair governance forums to monitor progress, manage risk, and communicate status to senior leadership.

Enterprise Delivery Oversight

• Oversee delivery of the Operations AI roadmap; ensure functional leaders execute segment-level plans aligned to global standards.

• Provide escalation and support for project planning, risk reviews, and change management.

Policy & Responsible AI

• Define and refine global AI frameworks, policies, and guidelines for Operations; embed Responsible AI principles (fairness, explainability, privacy).

• Partner with Technology and functional AI leads to ensure compliance and training across regions.

Monitoring & Evaluation

• Establish KPI tracking for AI initiatives (cycle time, cost-to-serve, accuracy, adoption); report outcomes to executive committees

AI Enablement

• Partner with HR, training, corporate AI enablement lead, COO’s, etc to embed AI literacy and adoption into our day-to-day ways of working

• Partner with Risk, Compliance and technology to enable speed to execution

Key Accountabilities:

• Define and Execute AI Strategy - Develop and implement a multi-year AI roadmap aligned with enterprise priorities and operational goals.

• Stakeholder Engagement & Education - Influence and educate Operations leaders on AI opportunities, driving adoption and alignment across global functions.

• Team Leadership & Capability Building - Lead and develop a high-performing team of AI specialists, and program managers; foster a culture of continuous learning and experimentation.

• Responsible AI & Data Governance - Ensure compliance with Responsible AI principles and partner with Data Office and Governance teams to maintain data integrity, privacy, and security.

• Cross-Functional Collaboration - Work closely with business units and technology teams to identify AI integration opportunities and deliver measurable business value.

• Innovation & Best Practices - Drive continuous improvement in process design, AI development, and deployment; stay ahead of industry trends and emerging technologies.

• External Partnerships & Ecosystem Development - Establish strategic partnerships with technology vendors, research institutions, and industry experts to enhance AI capabilities.

• Performance Measurement & Reporting - Define KPIs, rigorously measure outcomes, and communicate AI strategy, progress, and impact to senior leadership and stakeholders.

Job Requirements:

• Bachelor’s or Master’s degree in Computer Science, Data Science, AI, or related field.

• Proven experience leading AI strategy and implementation in global operations (insurance or financial services preferred).

• Deep expertise in AI technologies (predictive modeling, NLP, machine learning, generative AI).

• Strong leadership and stakeholder management skills across global teams.

• Ability to translate technical concepts into actionable business strategies.

• Excellent communication, presentation, and project management skills.

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.