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.

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.
- 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.
- Robust 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 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.

#LI-Hybrid

The role being advertised is an existing vacancy.

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

#LI-Hybrid

Salary range is expected to be between

$129,800.00 CAD - $241,200.00 CAD

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

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