Job Title

We are seeking a strategic and results-driven Transformation Director, Operations to lead the operational delivery of the Individual Health & Dental Transformationa 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: 810 years of progressive experience in operations, transformation, or consulting. Bachelors 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 Qubec, proficiency in both languages will be required to support clients from various provinces outside of Quebec. 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 Acerca de Manulife y John Hancock Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera ms fcil y a vivir mejor. Para obtener ms informacin acerca de nosotros, visite http://www.manulife.com . Manulife es un empleador que ofrece igualdad de oportunidades En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retencin de talento, el ascenso y la remuneracin, y administramos todas nuestras prcticas y programas sin discriminacin por motivos de raza, ascendencia, lugar de origen, color, origen tnico, ciudadana, religin o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientacin sexual, caractersticas genticas, condicin de veterano, identidad de gnero, expresin de gnero, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajar con los solicitantes que requieran una adaptacin razonable durante el proceso de solicitud. Toda la informacin que se haya compartido durante el proceso de solicitud de adaptacin se almacenar y utilizar de manera congruente con las leyes y las polticas de Manulife/John Hancock correspondientes. Para solicitar una adaptacin razonable en el proceso de solicitud, envenos un mensaje a [email protected] . Referenced Salary Location Waterloo, Ontario Modalidades de Trabajo Hbrido Salary range is expected to be between $136,290.00 CAD - $186,290.00 CAD Si se est postulando para este puesto fuera de la ubicacin principal, pngase en contacto con [email protected] para conocer el rango salarial de su ubicacin. El salario real variar segn las condiciones locales del mercado, la geografa y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educacin/capacitacin. Los empleados tambin tienen la oportunidad de participar en programas de incentivos y obtener una compensacin de incentivos vinculada al desempeo comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontolgicos, de salud mental, oftalmolgicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopcin/subrogacin y bienestar, y planes de asistencia al empleado/familiar. Tambin ofrecemos a los empleados admisibles varios planes de ahorro para la jubilacin (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educacin financiera. Nuestro generoso programa de tiempo libre remunerado en Canad incluye feriados, vacaciones, das personales y das por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se est postulando para este puesto en los EE. UU., pngase en contacto con [email protected] para obtener ms informacin sobre las disposiciones relativas al tiempo libre remunerado especficas de EE. UU. #J-18808-Ljbffr