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

- Explicit global strategy, operating model, and performance visibility for Pathways.

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

- Reduced defects, rework, escalati

📌 AVP, Global People Services (Toronto)
🏢 Manulife
📍 Toronto