Service Model Transformation Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Guide the advancement of the service model as program scope, product design, customer journeys, and delivery decisions evolve.

• Evaluate the effects on service experiences, capabilities, processes, roles, hand-offs, technology, data, controls, training, communications, and readiness for change.

• Identify requirements, gaps, dependencies, and decisions necessary to operationalize the service model and reach the target state.

• Convert analysis into actionable recommendations, assign accountable owners, and outline sequenced actions that align with program milestones and business priorities.

• Oversee multiple concurrent workstreams, priorities, and deliverables.

• Cultivate and sustain relationships across various functions and teams.

• Lead cross-functional working sessions, integrate diverse perspectives, clarify ambiguities, and influence decisions without direct authority.

• Establish and manage operating-model governance, defining decision rights, ownership, dependencies, escalation paths, and alignment checkpoints.

• Convey complex analysis, service impacts, risks, and recommendations to working teams, business leaders, and executive stakeholders.

• Ensure traceability between program decisions, service-model impacts, operationalization requirements, governance decisions, and approved outcomes.

• Assist in communication, socialization, readiness, and adoption for the implementation and sustainability of the service model.

• Create and uphold service-model artifacts, impact assessments, gap analyses, operationalization roadmaps, governance frameworks, and readiness/adoption materials.

⛳️ Requirements

• Significant experience at a manager or senior-manager individual contributor level in service-model design, service transformation, operationalization, or complex business change within an iterative program environment.

• Strong business acumen with the ability to connect strategic direction, customer and advisor needs, operational realities, and program decisions.

• Robust analytical skills, including impact assessment, gap identification, business requirements definition, and translating findings into actionable implementation steps.

• Exceptional written, verbal, presentation, and facilitation abilities.

• Capability to communicate complex topics clearly and adapt messages for different audiences.

• Skill in influencing decisions, building alignment, and advancing work across teams without formal authority or direct people management.

• Proven relationship-management abilities with cross-functional partners, business leaders, and executive stakeholders.

• Outstanding organization, prioritization, and time-management skills.

• Demonstrated history of managing multiple workstreams and delivering high-quality outputs punctually.

• Sound judgment, initiative, and the ability to work independently, navigate ambiguity, and escalate issues with clear options and recommendations.

• Experience managing interdependent work across Product, Technology, Operations, Sales, Service, and change-management partners.

• Background in retirement, financial services, or another regulated environment is a plus.

🏝️ Benefits

• Incentive programs and compensation linked to business and individual performance.

• Health insurance.

• Dental insurance.

• Mental health benefits.

• Vision insurance.

• Short- and long-term disability coverage.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance plans.

• Retirement savings plans, including pension.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Paid holidays, vacation, personal, and sick days.

• Statutory leaves of absence.

• Flexible work environment.

• Learning and career growth support.

• Well-being and inclusion support.