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, Perks, 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 transparent 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

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📌 AVP, Global People Services (Pathways) (London)
🏢 Manulife/John Hancock
📍 London