Service Model Transformation Manager

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

📋 Description

• Spearhead 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 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, designate accountable owners, and outline sequenced actions in line with milestones and priorities.

• Oversee multiple workstreams, priorities, and deliverables simultaneously.

• Cultivate relationships across functions and teams, adjusting engagement strategies to meet stakeholder needs.

• Facilitate cross-functional working sessions, integrate various perspectives, clarify uncertainties, and guide decisions without direct authority.

• Establish and manage governance for the operating model, defining decision rights, ownership, dependencies, escalation routes, and alignment checkpoints.

• Articulate complex analyses, 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 with communication, socialization, readiness, and adoption so that business teams can effectively implement and maintain the service model.

• Generate service impact assessments, gap analyses from current to target state, operationalization roadmaps, service model artifacts, governance frameworks, and readiness/adoption materials.

⛳️ Requirements

• Progressive experience in a managerial or senior-manager individual contributor role focused on service model design, service transformation, operationalization, or complex business change within an iterative program setting.

• Strong business insight that aligns strategic direction with customer and advisor needs, operational realities, and program decisions.

• Excellent analytical skills for assessing impacts, identifying gaps, defining business requirements, and translating findings into actionable implementation plans.

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

• Capacity to communicate complex subjects clearly and tailor messages for diverse audiences.

• Ability to influence decisions, foster alignment, and advance work across teams without formal authority or direct leadership roles.

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

• Exceptional organizational, prioritization, and time-management capabilities.

• Demonstrated history of managing multiple workstreams and delivering high-quality outcomes on schedule.

• Sound judgment, initiative, and the ability to work independently while navigating ambiguity.

• Competence in 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 other regulated environments 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, 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.

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

• Support for learning and career growth.

• Commitment to diversity, inclusion, and accommodation support.