Service Model Transformation Manager

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

📋 Description

• Oversee the advancement of the service model as the 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 change readiness.

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

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

• Manage multiple workstreams, prioritizing tasks and deliverables effectively.

• Build relationships across various functions and teams, adjusting communication to meet the needs of stakeholders.

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

• Establish and oversee governance for the operating model, addressing decision rights, ownership, dependencies, escalation, and alignment.

• Clearly communicate intricate analyses, service impacts, risks, and recommendations to teams, leaders, and executives.

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

• Aid in communication, socialization, readiness, and adoption for the implementation and maintenance of the service model.

• Create service-model artifacts, impact assessments, gap analyses, operationalization roadmaps, governance frameworks, and readiness documentation.

⛳️ Requirements

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

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

• Exceptional analytical skills, including the ability to assess impacts, identify gaps, define business requirements, and translate findings into actionable implementation steps.

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

• Capability to communicate complex topics clearly and adjust messages for diverse audiences.

• Skill in influencing decisions, building consensus, and progressing work across teams without formal authority or direct leadership over others.

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

• Excellent organizational, prioritization, and time-management abilities.

• Demonstrated success in managing multiple workstreams and delivering high-quality outputs on schedule.

• Strong judgment, initiative, and ability to work independently while navigating ambiguity and escalating issues with clear options and recommendations.

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

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

🏝️ Benefits

• Flexible work environment

• Health insurance

• Dental insurance

• Mental health benefits

• Vision insurance

• Short- and long-term disability insurance

• Life and AD&D insurance coverage

• Adoption/surrogacy benefits

• Wellness benefits

• Employee/family assistance plans

• Retirement savings plans

• 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

• Incentive programs and incentive compensation tied to business and individual performance