PeopleComms AI Product Lead The Opportunity At Manulife, we are creating AI-powered experiences that enable colleagues to thrive and better support our customers. Our PeopleComms Technology North Star is to make every interaction simple, personalized, connected, and intuitive. Realizing this ambition requires the right technology, data, integrations, and intelligence to operate as one connected ecosystem.

PeopleComms Ai Product Lead You will look beyond initial requests to uncover the underlying need, challenge assumptions, assess trade-offs, and recommend solutions that balance colleague value, business outcomes, enterprise safeguards, and technical feasibility. Success requires curiosity, sound judgment, and the ability to influence decisions through evidence and insight. Working across PeopleComms, technology, and enterprise partner teams, you will bring together colleague feedback, analytics, Human-Centered Design, operational insights, and emerging trends to shape priorities and continually improve the product.

Your impact will be measured by how effectively strong ideas become valuable, sustainable solutions that evolve with colleague needs.

Key Responsibilities - Lead discovery with Global People Services, COEs, knowledge owners, HR SMEs, and business product owners to define the business problem, desired colleague experience, and highest-value AI-enabled opportunities.

- Convert approved opportunities into explicit product decisions, requirements, user stories, acceptance criteria, and prioritized Jira backlog items.
- Help shape the product vision and roadmap using colleague research, journey insights, service data, business value, dependencies, and delivery feasibility.
- Make transparent product trade-offs across experience, value, operational impact, enterprise safeguards, and long-term supportability.
- Provide product demos, stakeholder updates, and executive-ready materials that explain capabilities, planned enhancements, risks, decisions, and trade-offs.
- Define outcomes and use adoption, quality, feedback, and operational data to communicate impact, identify improvements, and adjust priorities.
- Partner with the AI Solutions BA & Test Lead to enable release readiness through UAT planning, test scenario validation, defect triage, acceptance criteria alignment, and post-release learnings.
- Partner with technology, architecture, cybersecurity, privacy, legal, compliance, risk, and governance teams to build enterprise requirements into product design and delivery without losing sight of the intended colleague experience.
- Translate product intent into technical requirements and support design decisions with architects, engineers, technical teams, and experience owners across workflows, agents, integrations, prompts, knowledge grounding, and feedback mechanisms.
- Use evidence from testing, adoption, quality, and colleague feedback to support decisions to iterate, scale, pause, or retire capabilities.
- Influence communication, change readiness, training, and enablement plans by translating product changes into practical stakeholder guidance.

What You

Bring - 5+ years of progressive experience in HR technology, product management, business analysis, digital employee experience, HR operations enablement, or a related discipline.

- Strong understanding of HR functions, HR service delivery, employee lifecycle events, HR policies, and colleague support channels.
- Experience with HR technology, employee experience platforms, AI-enabled services,



or digital service delivery, with the ability to move from ambiguous stakeholder needs to clear problem statements, options, recommendations, requirements, and practical product outcomes.
- Experience with Jira backlog management, story creation, acceptance criteria, backlog refinement, sprint support, and cross-functional delivery coordination.
- Experience facilitating stakeholder workshops, discovery sessions, Human-Centered Design activities, user interviews, or journey mapping.
- Experience navigating regulated enterprise environments and incorporating privacy, compliance, risk, security, architecture, and responsible AI considerations into product decisions.
- Strong product judgment, analytical thinking, problem-solving, documentation, and communication skills, including the ability to evaluate trade-offs, assess downstream impacts, recommend practical solutions, and deliver executive-ready updates and credible product demonstrations.
- Ability to influence without authority and work effectively across diverse, cross-functional teams and time zones.

Preferred Qualifications - Experience with ServiceNow HR Service Delivery, HR case management, employee service portals, knowledge management, or Workday.

- Experience with enterprise AI platforms such as Azure AI Foundry, Azure OpenAI, or Microsoft Copilot Studio, including agent concepts, prompt design, retrieval-augmented generation, knowledge grounding, and answer quality improvement.
- Experience shaping AI-enabled product strategy or product discovery in People Services, HR technology, employee experience, or enterprise service delivery.
- Experience supporting enterprise AI, privacy, compliance, or risk assessments and translating findings into practical product requirements and controls.
- HCD, product management, business analysis, Agile, PMP, CHRP/CHRL, or related certification.
- Post-secondary education in HR, Business, Information Technology, Data Science, or a related field, or equivalent practical experience.

Success

Measures - Priority opportunities are validated with colleagues and stakeholders, tied to measurable outcomes, and reflected in the product vision and roadmap.

- Product and technical decisions are clear, delivery teams receive decision-ready requirements, and ambiguity and rework are reduced.
- Released experiences demonstrate improved usability, adoption, quality, service effectiveness, or colleague satisfaction.
- Solutions progress in a timely way with enterprise safeguards, ownership, and dependencies addressed early.
- Post-launch evidence leads to clear decisions to iterate, scale, pause, or retire capabilities.

Why Join

Us?

- Shape the connected technology ecosystem behind AI-powered experiences across People & Communications.
- Turn emerging capabilities into sustainable products used by colleagues at enterprise scale.
- Influence how colleagues work and thrive, strengthening their ability to support our customers.

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. The role being advertised is an existing vacancy. マニュライフとジョン・ハンコックについて マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。 マニュライフは機会均等を是とする雇用主です マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊 雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [email protected]までご連絡をお願いします。 Referenced Salary Location Waterloo, Ontario Working Arrangement ハイブリッド勤務 Salary range is expected to be between $85,300.00 CAD - $135,300.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. 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 [email protected] for more information about U.S.-specific paid time off provisions. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

📌 People Services AI Product Lead (Toronto)
🏢 Manulife Financial
📍 Toronto