Transformation Director

We are seeking a strategic and results-driven Transformation Director, Operations to lead the operational delivery of the Individual Health & Dental Transformation-a multi-year initiative to implement the Canada Health Platform for Affinity. This first-of-its-kind program spans Affinity and Group Benefit (GB), driving a unified customer experience for the Canada Segment.

The Transformation Director will be accountable for end-to-end delivery of Operations workstreams in both Affinity and GB, while also reimagining processes and approaches to enable a seamless, integrated experience. This role requires close collaboration with the Segment Digital Transformation & Customer Experience team, the Affinity Health and Dental (H&D) Transformation PMO, and multiple cross-functional stakeholders. Success will depend on exceptional influencing skills, strategic thinking, and operational execution excellence.

Position Responsibilities:

Operational Transformation Leadership

• Oversight and accountability of Operations workstreams within the H&D Transformation program, ensuring milestones are met on time, within scope, and on budget.

• Partner with GB and Affinity Operations leaders to align processes and drive operational readiness for new capabilities.

• Develop and maintain integrated operational roadmaps, acting as the single source of truth for progress, risks, and dependencies.

Process Innovation & Customer Experience

• Reimagine operational workflows to support a unified customer experience across Affinity and Group Benefits Operations.

• Collaborate with Segment Digital Transformation & Customer Experience teams to design future-state processes that eliminate manual steps and leverage automation.

• Champion intolerance for poor customer experiences by embedding quality and customer-first principles in all operational designs.

Stakeholder Engagement & Influence

• Build strong relationships across Operations, Technology, Product, Risk, and PMO teams to ensure alignment and resolve challenges proactively.

• Influence without formal authority to drive decisions and secure commitment from diverse stakeholders.

• Represent Operations in governance forums and provide clear, concise updates to senior leadership and executive sponsors.

Risk, Compliance & Change Management

• Identify operational risks and develop mitigation strategies in partnership with risk teams.

• Ensure compliance with regulatory standards and internal controls throughout transformation delivery.

• Support change management and business readiness activities to enable smooth adoption of new processes.

Required Qualifications:

• 8-10 years of progressive experience in operations, transformation, or consulting.

• Bachelor’s degree required; MBA or equivalent preferred.

• Proven track record of leading complex, multi-workstream transformation programs.

• Consulting background in transformation delivery strongly preferred.

• Experience in health, dental, or insurance domains is an asset.

• Exceptional influencing and stakeholder management skills.

• Strategic thinker with ability to challenge the status quo and drive innovation.

• Strong understanding of process improvement methodologies (Lean, Six Sigma) and digital enablement.

• Familiarity with Agile delivery and tools (Jira, Confluence, Smartsheet).

• Excellent communication and facilitation skills.

• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

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.