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 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, 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 serv

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