The AVP, Global People Services (GPS) – Pathways sets the global strategy, operating model, and service vision for colleague lifecycle moments, including onboarding, job changes, transfers, leaves, exits, organizational change, M&A;, and other complex events.

This global leader ensures accurate, consistent, compliant, and experience-led delivery while balancing enterprise standards with local requirements.

The role improves colleague experience, efficiency, controls, and service resilience, with high-touch oversight for executive, confidential, and business-critical transactions.
**Key Accountabilities**
**Set the global strategy for colleague pathways**
Define the global Pathways strategy, roadmap, operating model, service standards, and decision rights.

Establish a scalable enterprise approach for colleague lifecycle events while accommodating local legal, regulatory, and cultural requirements.

Anticipate workforce needs and identify opportunities to improve service through digital capabilities and leading practices.
**Own global pathway service delivery**
Lead global delivery of high-volume, complex, and high-risk colleague transitions with accuracy, timeliness, care, and compliance.

Set process standards and escalation models that enable consistent regional execution.

Coordinate delivery across People & Comms, Payroll, Benefits, Mobility, Legal, Employee Relations, People Technology, People Partners, and business leaders.

Manage service risks, capacity constraints, process gaps, and downstream impacts while building accountability and continuous improvement.
**Lead exceptional and VIP service delivery**
Establish differentiated service and governance for executive, VIP, confidential, urgent, and business-critical cases.

Oversee sensitive transitions and escalations requiring discretion, speed, accuracy, and senior judgment.

Define clear criteria for high-touch handling, stakeholder visibility, and executive escalation.
**Exercise executive-level decision-making and influence**
Make sound decisions in complex situations, balancing policy, colleague experience, risk, and business needs.

Advise and influence senior stakeholders on pathway strategy, priorities, dependencies, risks, and actions.

Resolve cross-functional ownership and accountability issues and represent GPS in senior enterprise forums.

Build trusted relationships through transparency, judgment, and dependable delivery.
**Simplify, standardize, and scale transition processes through digital, automation, and AI**
Build a digital-first mindset that challenges the team to solve service needs with technology, automation, and AI before adding manual work or capacity.

Simplify and standardize processes to reduce variation, handoffs, rework, escalations, and inconsistent colleague experiences.

Accelerate adoption of digital tools, workflow automation, self-service, analytics, and AI capabilities to improve quality, speed, scale, and operational efficiency.

Create scalable global playbooks, intake and routing models, controls, and quality standards designed for automated and digitally enabled delivery.

Embed continuous improvement by using data, root-cause analysis, colleague feedback, and performance insights to identify, prioritize, and measure technology-enabled improvements.
**Lead transformation of lifecycle operations**
Build an integrated, digitally enabled global model that improves colleague experience, resilience, efficiency, and automation.





Lead teams through transformation while maintaining delivery stability, stakeholder readiness, and adoption.

Establish dashboards and performance routines that give senior leaders visibility into priorities, capacity, risks, and outcomes.

Develop global talent and a culture of ownership, learning, and service excellence.
**Leadership Expectations**
Operate as an enterprise leader, balancing colleague experience, efficiency, compliance, and business outcomes.

Exercise sound judgment, build trusted senior relationships, and create clarity and accountability across a global matrix.

Champion simplification, automation, continuous improvement, and a high-performing service culture.
**Key Outcomes / Measures of Success**
Clear global strategy, operating model, and performance visibility for Pathways.

Improved colleague experience, transaction accuracy, cycle time, data quality, and compliance.

Reduced defects, rework, escalations, manual processing, and downstream payroll or access issues.

Consistent global delivery with appropriate local flexibility and strong execution of executive, confidential, and complex cases.

Increased automation, stakeholder confidence, service resilience, and positive audit and risk outcomes.
**Key Partnerships**
GPS, People & Comms COEs, People Partner Teams, Corporate Functions.
**Experience and Qualifications**
Significant leadership experience in global HR operations, colleague lifecycle administration, shared services, service delivery, or HR transformation in a complex organization.

Proven ability to set strategy, design operating models, standardize global processes, lead transformation, and deliver scalable outcomes.

Strong knowledge of lifecycle events and their colleague data, payroll, benefits, technology, compliance, and cross-functional dependencies.

Demonstrated discretion and judgment in executive, confidential, sensitive, and high-risk matters.

Strong executive presence, stakeholder influence, communication, and decision-making in a global matrix.

Experience using technology, automation, metrics, colleague insights, and controls to improve service while maintaining delivery stability and data integrity.
**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 workplace 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.
#LI-Hybrid
The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
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http://www.manulife.com .
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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.

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Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

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**Referenced Salary Location**
Waterloo, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$129,800.00 CAD - $241,200.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
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para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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📌 AVP, Global People Services (Pathways) (Waterloo)
🏢 Manulife
📍 Waterloo